Full-Service Real Estate Company with 11M sq ft of Class A Commercial Real Estate Property – Operational Excellence Strategy
The Challenge
A full-service, Real Estate Company with 11 million square feet of office space and 800 building staff employees was in the process of implementing a “Culture of Excellence” but did not have a standard portfolio-wide Customer Service Program to promote this new culture.
The Client asked Teel StratVisor Group (StratVisor) to develop a Customer Service Training Program to standardize training and to promote a company-wide culture.
What We Did
Prior to the start of the project, Teel StratVisor Group completed an Operational Excellence Strategy for the Client. This Strategy was the company’s guide to develop a “Culture of Excellence.” Based upon feedback from the Operational Excellence Strategy, a customer service training program was developed for the 800+ building staff employees.
The program focused on 5 core customer service principles:
- Reliability
- Enthusiasm
- Professionalism
- Responsiveness
- Communication
The program also addressed conflict management and provided tools for properly assessing and managing conflict.
The StratVisor team has conducted customer service training for more than 2000 participants nationwide over the last four years. Initially, this training program was enhanced annually and rolled out to the existing portfolio. As the portfolio has grown, the training program has been rolled out at new acquisitions within 120 days of closing.
Result
As a result of working with Teel StratVisor Group, the Client received the following:
- Four annual training presentations, developed in English and Spanish
- Customized training to over 800 employees nationwide
- Incorporated interactive activities for each of the customer service principles such as:
- Asking teams identify simple ways to create a positive experience for the customer
- Identifying moods by tone of voice and body language
- Pairing people up and driving home the importance of communication skills
- Discussing real-life examples of reliability
- Vocalizing assumptions of someone based on a photograph
- Summarized staff suggestions from each training session to become more operationally efficient
- Summarized staff suggestions for “Enthusiasm” training activity from each session to improve the customer experience
- Above average training scores with class averages ranging from 4.71 - 4.86 out of 5
Timing: P reparation time - 6-8 weeks annually, portfolio-wide training- 6-8 weeks annually
