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“Real estate companies remain challenged in adapting their customer service approach to best meet the needs of first-time home buyers and sellers,” says Christina Cooley, director in the diversified services industries practice at J.D. Power. “They need to educate these customers by explaining the current state of the market, discuss foreclosure and short sale transactions, and walk them through every step of the closing process.”

Rather than employing a one-size-fits-all attitude toward working with buyers and sellers, real estate agents can make clients feel more comfortable by first gauging their existing knowledge of the process, as well as basic mortgage concepts. This will enable agents to create a more tailored approach toward the buying and selling process that can keep clients more engaged and confident about their transaction.

For coverage to protect yourself as a real estate agent, broker or firm against Errors and Omissions claims, visit Norman-Spencer.com/TopTier.

Michael Ryder is National Program Director for Norman-Spencer Agency, Inc.

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