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Course overview
This course provides the skills needed to assess, manage, and enhance customer service in the property industry. Learners will develop strategies to improve client satisfaction, evaluate service performance, and implement best practices to meet industry standards. By the end, participants will be equipped to drive customer service excellence, strengthening their agency’s reputation and success
1: Determine requirements for customer service systems
• Conduct risk analyses according to legislative requirements.
• Analyse and record management requirements for customer service systems in the property industry.
• Analyse and record compliance requirements and best practice for customer service systems in the property industry.
• Determine and record the roles, responsibilities and processes for managing customer service systems.
• Determine service targets and develop key performance indicators.
2: Manage Customer service and complaints resolution systems
• Develop and maintain effective customer service strategies.
• Develop and record resolution processes for complaints relating to service provision.
• Adjust performance standards to ensure effective customer service.
3: Manage Customer Service Performance
• Communicate to staff the ethics, culture and performance standards for customer service.
• Facilitate monitoring, reviewing and adjustment of customer service practices.
• Provide regular feedback on achievement or non-achievement of customer service standards.
• Encourage staff to provide feedback on customer service.
• Manage coaching, training and mentoring to assist with changing needs and customer service issues.
4: Manage Evaluation of Customer Service Systems
• Analyse and use customer service feedback to evaluate achievement against performance standards.
• Use evaluation data to implement improvements in customer service.
Who should attend?
Ideal for those working in residential sales, auctions, property management, commercial, business broking and buyer's agency.
Inclusions
Certificate of Completion.
CPD Type 1, OFT approved number QLDCPD20250056.
Investment
More information
A computer to access online learning materials.
Self-paced online course.
Expected time commitment 2-3 hours.
You’ll have 30 days of access to complete the course at your own pace. With interactive modules, downloadable resources, and targeted study materials, you’ll be equipped to apply what you learn directly to your professional practice.
$120 for 30-day access to online content
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Why you should study with the REIQ
Expert Industry Trainers
Learn from the best. All our trainers have at least 15 years’ industry experience and still have highly successful careers in real estate. Now as teachers, they can pass on their industry expertise to you.
Reputation
As the peak body for real estate in Queensland, the REIQ is highly regarded by the industry and known for producing job-ready professionals. Real estate agencies are 60% more likely to hire REIQ graduates.
Graduate Membership
We offer FREE 12-month graduate membership to help you succeed during your first year in the industry. Graduate membership assists with a seamless transition from student to professional.
Graduate membership
Support
As an REIQ student, you'll receive FREE one-on-one student support sessions with our expert trainers during your studies to ensure you are supported every step of the way. You can also book private one-hour tutorials if needed (fees apply).
Industry Connections
REIQ students receive FREE career networking opportunities to meet with credible agencies. These events are a great opportunity to connect with industry professionals and potential employers in a casual environment.
Payment options
Maximum flexibility for you. Choose to pay your course upfront or enter into a payment plan.
Payment plans
Need help? 1300 697 347 or contact us