CLASS Leasing: Customer Service

Being a leasing specialist requires an individual to be ready to handle many different scenarios. With that being said there is never any telling what the next scenario is going to be that walks through the leasing office doors. Regardless of the circumstance the leasing specialist must handle every encounter with an upmost professional manner, even if the leasing specialist is in the right, because customer service can have a lasting impression.

Jessica displayed this professional attitude this past week in her encounter with a current resident at her property. Even if the proper handling in customer care does not necessarily lead to a lease, it rubs off on individuals in the office and as seen below, someone will always notice.

- "This afternoon, Jennifer Gelston came in demanding that Jessica give her a receipt for her keys on company letter head. As the letter head was locked in your office and I was out on tour, Jessica took ownership of the situation and assisted the resident.
Being very rude, angry and demeaning, Jennifer stated that nobody has ever been able to help her in this office (yet I have bent over back to assist her and have had things expedited the SAME DAY for her). She apparently thought it was ludicrous that Jessica wasn’t able to write a letter on letter head and then demanded to speak with me, even though I was currently with prospective residents (who leased).
To ease the situation, Jessica remained calm and took control of the situation by providing her with a written letter utilizing what she had stating that we, in fact, had received her keys. The fact that Jessica was extremely professional regarding this very rude and hateful resident, I would like to send a shout out to her as she is a great example of what it means to be customer service oriented. Thanks!"

Morgan Miller
Leasing Professional-

Great job Jessica!

Enjoy!

CLASS Leasing