Optimizing Customer Service in Real Estate

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. Participants will be equipped to drive customer service excellence, strengthening their agency's reputation and success.

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.

• 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.

• 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.

• Analyse and use customer service feedback to evaluate achievement against performance standards.
• Use evaluation data to implement improvements in customer service.

• Residential Sales
• Auctioneers
• Property Manager
• Commercial
• Business Broker
• Buyers agent

On completion of this program, participants will be able to:

• QLDCPD20250056

• Type 1

• 1. Determine requirements for customer service systems
• 2. Manage customer service and complaints resolution systems
• 3. Manage customer service performance
• 4. Manage evaluation of customer service systems

This self-paced online CPD course – Optimizing Customer Service in Real Estate– offers a focused, practical overview of key areas of real estate practice. Designed to support property professionals in their day-to-day responsibilities, the course provides expert insights and practical tools to enhance your knowledge and performance.
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.