Quality Service Certification®: Enhancing the Skill and Professionalism of Real Estate Professionals
Quality Service Certification, Inc., (QSC) is recognized as the real estate industry’s premier advocate of consumer-oriented quality service, conducting training and certification programs throughout the U.S. and Canada.
QSC helps real estate agents understand the principles and benefits of consumer-defined and consumer-driven service practices, and the real risks associated with the current practice of provider-centered service. As an “outside” organization, QSC is extremely effective at getting real estate associates (independent contractors) to voluntarily embrace the utilization of a defined service delivery process, higher standards of professional accountability, and a client-based performance evaluation system to improve service satisfaction and service value.
Nearly all of the existing education and support systems are focused on prospecting/customer acquisition, promotion, marketing, expense management and improving productivity. These areas are primarily focused on the professional, and have little to do with customer client needs and service.
QSC offers the real estate professional systems, resources, education and metrics (third party customer satisfaction survey process and web-based reporting system) for managing and improving service delivery. By implementing a disciplined, consistent service process, benchmarking performance and tracking the progress of both overall service performance and each of the key elements of service, the real estate professional is fully informed and armed to reach his/her potential in quality service delivery.
Nothing will enhance the professionalism, image and value of the real estate professional as much as measurably improving customer service satisfaction and service value. Equally important, independent validation of superior service delivery is more credible to consumers and more gratifying to the professional.
Quality Service Certification®: Greater Value for the Home Seller and Buyer
When consumers spend significant dollars for a service, they expect consistency, reliability, accountability and responsiveness from that professional service provider. Until now, the absence of real standards of service in the real estate industry contributed to the inconsistency of satisfaction and value experienced by home sellers and home buyers. Thus, the Quality Service Certification program was created to offer greater value for home sellers and home buyers by providing consistent, reliable, accountable and responsive service for each real estate transaction. This service is provided by a Quality Service Certified® real estate practitioner.
A QSC real estate professional:
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Commits to communicating and following a proven service process
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Provides a written Guarantee of service performance that outlines all the service steps the sales associate will perform, and guarantees the delivery of those service steps.
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Agrees to have his or her service evaluated, following each closing, utilizing a customer satisfaction survey administered by a third party, Leading Research Corporation (LRC). An overall customer satisfaction rating for each QSC sales associate is compiled from returned surveys by LRC, and is posted on the QSC consumer website. Thus, the QSC consumer website offers home sellers and buyers the unique opportunity of selecting their sales agent based upon that agent’s past service performance.
For more information www.QualityCertified.org