Customer Service Excellence for the REALTOR® Brand

In Customer Service Excellence for the REALTOR® Brand, REALTORS® will discover the Bridging the Gap© Model, presented by Gerald Clerx and Charles Holmes, and explore REALTOR® engagement styles while working through the assessment, presentation, and negotiation phases of the client engagement cycle.

By the end of the course, learners will be able to identify the four engagement styles and understand how those styles can present opportunities or challenges to excellent customer service. REALTORS® will be able to identify the three components of an effective presentation (content, structure, and delivery) and list ways to improve each component. In addition, REALTORS® will be able to connect all phases in the client engagement cycle to foundational skills such as agency, disclosure, and the REALTOR® Code.

This course encourages REALTORS® to reflect on their current approach to conducting client assessments; listing, sales, and offer presentations; and negotiations to identify attitudes and actions they can implement to provide better customer service.

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