Conflict Resolution and Customer Recovery
Name one indicator that a person is actively listening.
What is
Nodding their head?
Eye Contact?
Summarizing what they heard?
This 3rd party property management company was founded in 2014 by Walt Smith, and is not only among the fastest growing companies in the industry, but also, the best company in third party management.
What is Avenue5 Residential?
This person is Met Tower's Regional Marketing Manager.
Who is Brandi Jones?
This is Avenue5's online learning platform.
AvenueU
Name an Avenue5 Core Belief.
What is
Putting and Partnerships First
Empowering Our Associates
Championing Ideas that Accelerate Success
Focusing on Solutions
Delivering Proof Over Promises
Fill in the blank. Keeping an existing customer is much ____ expensive than finding a new one.
What is less?
This Seattle company has mastered the art of collecting and using every customer's name, making sure they do so every time you go in for a morning pick-me-up.
Starbucks
This person is Met Tower's Area Maintenance Manager.
Who is James Ohrn?
This is Avenue5's peer mentorship program, which you can use to network with other Fivers, seek advice, and collaborate on problems. We had multiple people from this program join us during the series.
What is the Phone-a-Fiver Program?
According to Stu Schlackman's ColorWorks, this personality type likes to build warm, friendly relationships and relies on empathetic communication. They are motivated by teamwork and comradery.
The L in the L.A.S.T. Technique stands for ______
What is Listen?
70% of customers that visit this company’s tourist attractions return in the future due to their incredible customer experience.
Disney
This Fiver Friend joined us to discuss his own experiences dealing with difficult residents and situations in California, and he is always available to discuss ideas, ask for advice, or lean on for support.
Who is Zurich Dawson?
This resource is to help Avenue5 properties develop an online reputation strategy. Met Tower has already started working on it!
What is the CFRM Action Plan?
CFRM stands for _____________
What is Customer Feedback and Reputation Management?
Fill in the blank. Because escalated emotions such as anger or frustration are often tied to a specific place, a good first step to deescalate those emotions is to __________.
What is move locations?
Choose your attitude, play, make their day, and be there. These 4 principles of the “Fish Philosophy” were created by this local Seattle business.
Pike Place Market
This person is the Executive Vice President over Met Tower.
Who is Lisa Ellis?
This form is meant to help leasing associates troubleshoot maintenance issues so that they can pass along as much information as possible to the maintenance team for service requests.
What is the Troubleshooting Guide?
Most experts agree that this email greeting is a good one.
What is, "Hi Person's Name"?
The S in the L.A.S.T. Technique stands for ______
What is Solve?
This international hospitality company known the world over for their customer service created a company culture around their "Gold Standards", which are similar to Avenue5's Core Beliefs, and their signature phrase is, "My pleasure".
What is Ritz-Carlton?
“I’ve learned people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” This quote is attributed to this well know civil rights activist and poet.
Who is Maya Angelou?
This is the guide for Avenue5 verbiage and vernacular. On it you can find sage Avenue5 advice such as, "Use the phrase 'Service Request' instead of 'Work Order'."
What is Avenue5's How Do We Say Guide?
Avenue5 currently manages two other Continental properties in western Washington. They are _____ and ______.
What are Park in Bellevue and Blu?