Customer Service

Presentation format

Reach for the Stars...Well at Least for 5 of Them!

Thursday, April 11
9:00 AM - 10:00 AM
Location: 320

Sponsored By: ALN Apartment Data, Inc.


In our fast paced, ‘me now’ age, customer service has become a dying art. Yet we know that Millennials are willing to spend up to 21% more for great customer care. So, why is it when we review companies that ‘do service’ well, do we continue to see a chicken restaurant, an online shoe store and an airline carrier leading the way? Why aren’t there any apartment management companies or communities topping that list? In this session, designed for sales associates and community managers, we'll explore how to elevate customer service to increase sales and generate a higher NOI for your community. We'll investigate ways of focusing on the customer during every aspect of the leasing process. As a result, your customers will be more likely to recommend you to a friend and even post on social media about it. After all, customers remember the service a lot longer than they remember the price!


Learning Objectives:

Topher Olsen, MFA, MEd

Sr. Director of Learning and Performance
Alliance Residential

As the Sr. Director of Learning and Development, Topher Olsen is responsible for developing, delivering, and monitoring the effectiveness of training within Alliance University, a state-of-the-art learning management system that assigns curriculum to more than 3,500 associates. In addition, he is responsible for higher level leadership development as well as the performance review process. Mr. Olsen’s credentials include a Masters in Creative Drama and Theatre from the University of Texas at Austin and a Master’s in Educational Management from the University of Houston, Clear Lake. His prior experience as Educational and Artistic Director for the Permian Playhouse, combined with extensive experience in secondary education, contribute to his ability to engage Alliance’s teams and develop performance-driven content.


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Reach for the Stars...Well at Least for 5 of Them!

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