Customer Service + Communication Training and Strategy
Effective communication is the foundation of excellent customer service.
We’ve created innovative training and tools for customer service teams and frontline staff
Call center agents
Customer service representatives
Concierges
Front desk associates
Property managers
Leasing specialists
Real estate agents
Housing inspectors
Public safety officers
Social workers
Healthcare professionals
Hospitality workers
Your customer service team
Our customer service techniques and training programs are the product of 18 years of academic and professional research and practice! I’ve conducted studies, surveys, interviews, and focus groups and collaborated with professional and academic organizations. Most importantly, I worked with hundreds of frontline employees during my tenure as an in-house consultant. The result is an innovative, effective, yet simple method of delivering exceptional customer service.
— Beata
The foundation of exceptional customer service is effective communication — both with your customers and your team members. Throughout their journey, customers constantly interact with your customer service teams and your frontline staff. They communicate with your employees in person, by email or text, using smartphone apps and online chats, or by contacting your call center.
Effective empathy is the ability to fully and accurately understand your customer’s experience — so that you can better address their challenges and needs and, in turn, provide exceptional service. Empathy improves communication and relationships with your customers while building lasting trust.
Each customer expects respect and appreciation from your business. They want to build a balanced and trusting relationship with your team — so that they can work with you to address their needs successfully.
Language is a tool that is both easy to use and effective but often overlooked in customer service. Individual-first language serves multiple purposes:
Helps your customers understand what you write or say the first time they read or hear it
Evokes positive emotions
Facilitates problem-solving and collaboration with your customers
Describes each customer as a unique and valued individual
Conveys respect, appreciation, understanding, and compassion
How can effective empathy and individual-first language help you deliver exceptional service?
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Fully and accurately understand each resident’s unique needs and challenges
Match residents to the perfect unit — considering various factors such as size and layout as well as accessibility and location within the building
Make the application and move-in process stress-free
Ensure timely rent payments
Address requests effectively — from repairs to accommodations
De-escalate disputes and resolve neighbor issues quickly and successfully
Organize enjoyable community events — for each and every resident
Create a positive living experience to increase resident retention and boost referrals
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Fully and accurately understand each buyer’s housing and financing needs, challenges, and intentions — both present and future
Match each buyer to their dream home quickly and successfully — considering various factors such as budget, location, community, size, layout, features, and accessibility
Communicate property details and financing options clearly and effectively
Make the inspection, repair, and closing processes easy to understand and stress-free
Keep clients informed about the status updates and ensure they meet all deadlines — so that they can stay on track and in the loop!
Create an exceptional, individualized experience for your buyer, build trust within the community, and boost referrals
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Fully and accurately understand each patient's unique experiences, challenges, and needs — including their medical history, symptoms, lifestyle, and circumstances
Communicate effectively with your patients and their families — especially those experiencing anxiety and stress
Ensure that each patient clearly understands their diagnosis and treatment options — including patients who don’t speak English fluently and neurodivergent individuals
Convey respect and compassion and build lasting trust with patients and their families
Work collaboratively with your patients to achieve their health goals
Reduce the cancellation and no-show rates
Create an excellent experience to increase patient retention
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![Illustration of a brain and Earth with exchanging arrows between them, and text about empathy and understanding neurodivergent customers.]()
Serving Neurodivergent Customers
Check out my peer-reviewed article in Listening in Education and Training
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![Infographic titled "What is Empathy?" with four illustrated points: connecting through emotions, imagining yourself in others' shoes, learning about differences, and listening to understand.]()
What is Empathy?
Connect, Imagine, Learn, Listen, and Understand.
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![Colorful silhouettes of people with speech and thought bubbles above them.]()
What is Individual-First Language?
How to Effectively Communicate with Each and Every Customer.
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![Beata holding a light purple calculator with large buttons.]()
Your Customers Are Neurodiverse!
Businesses May Be Overlooking the Needs of 30% of Their Customers.
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![A four-image collage of Beata in an orange shirt making various gestures and expressions.]()
Facial Expressions and Gestures
Do They Boost Empathy or Contribute to Misunderstandings?
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![A person holding an umbrella over another person sitting.]()
Helping and Serving Others
From Empathy through Compassion to Altruism.
