Temper, Temper: Dealing with Angry Residents

In today's professional landscape, it's not uncommon to face moments of frustration or irritation at work. Whether it's a one-off occurrence or a recurring pattern, dealing with angry tempers is crucial to maintaining a positive reputation and resident loyalty.  Knowing what to say to angry residents can turn a tense situation into an opportunity.

When customers are mad, seize the opportunity to go above and beyond. Understanding how to deal with difficult residents and providing exceptional customer service can turn an angry resident into a brand champion.  So, how do you deal with irate residents in a way that allows you to provide an exceptional customer experience (CX) without feeling wounded in the process? Let’s find out.

Learning Objectives

• Why it is important to help angry residents
• Practice proven diffusing and de-escalation communication methods
• How to stay calm with active listening
• Using a solution-oriented approach
• Strategies for effective resident management
• Prioritize self-care and positive mindset

Areas Covered

• How to handle an upset and angry resident
• Active listening
• The importance of pausing before you speak
• How to de-escalate situations
• Creating a win-win scenario
• Words and things to avoid to remain positive
• How to choose words that help the resident

Who Should Attend

• Owners
• Community/Property Managers
• Assistant Managers
• Supervisors
• Corporate employees
• Regional managers
• Multi-site Manager (Area
• On-site business managers
• Leasing professionals
• Maintenance professionals
• Accounting
• Training managers
• Customer service employees

Speaker(s)

Maria Pietroforte

With three decades of expertise in multifamily, Maria Pietroforte offers a distinctive combination of leadership, foresight, and expertise. She has held influential positions as President of Tribute Properties, Move.com (Rentnet.com), Kettler, and E&S Ring, successfully elevating these companies to the forefront of their industries. Her achievements include establishing strong brand identities, fostering stellar reputations, and driving substantial revenue growth. Maria is renowned within the multifamily sector not only for her infectious positive energy but also for her unwavering commitment to prioritizing people. She specializes in transforming work environments into hubs where individuals are actively engaged, appreciate one another, and communicate openly, ultimately enhancing both performance and company culture. Maria holds a Bachelor of Science in Business Administration from Arizona State University. She boasts an impressive list of certifications, including Certified Property Manager, Certified Defense Property Manager, Advanced Facilitator, and NAAEI faculty member. Whether you require a charismatic keynote speaker, a dedicated strategic consultant, an enthusiastic trainer, or a seasoned marketing expert, I would be honored to offer my expertise and support to your endeavors!

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