Case Study: a large property management firm reduces escalated customer conflicts with Pollack Peacebuilding Systems

Large Property Management Firm improves customer conflict handling by 63% with Pollack Peacebuilding Systems

A large property management firm faced significant challenges with emotionally-charged customer interactions, including disputes over rates, move-out costs, and neighbor conflicts, which had occasionally resulted in legal trouble. Seeking to improve their team's capabilities, the firm engaged Pollack Peacebuilding Systems for its customer conflict management and de-escalation skills training.

Pollack Peacebuilding Systems customized and delivered an interactive, in-person workshop for over 200 staff members. The solution focused on practical de-escalation skills, self-regulation, and pre-escalation strategies. As a result, skillset test scores improved by 63%, staff reported feeling much more comfortable handling tense situations, and the company saw a measurable decrease in incidents that needed to be escalated to corporate.