PROPER VERBIAGE
Action Property Management services a varied homeowner demographic and has chosen an upscale service model at all levels. In order to meet this standard, speaking with residents and guests, whether in person or by phone, requires a more “Formal” choice of words and phrasing. This wording may, at first, seem unnatural or pretentious. It isn’t.
- Our residents and guests expect to be treated with respect.
- Residents and guests want Action’s Service Providers to be friendly, but not overly familiar.
- We do not greet guests with a, “Hello.” Instead, we greet our guests with a cheerful, “Good morning,” “Good afternoon,” or “Good evening.”
- We do not say, “Can I help you?” We say, “How may I assist you?” The assumption is that we can and will “Assist” the guest. The question is how.
- Just remember not to go too far. “Elegance without warmth is arrogance.”
Telephone etiquette dictates that we answer all questions correctly (or direct the caller to the proper source), provide assistance, and solve problems in an efficient and friendly manner. Employees will utilize the following standards when handling a telephone call. At Action our primary focus is on our clients. Telephone etiquette is a part of our client’s satisfaction.
Steps:
- Be ready – answer the call as soon as it rings. Do not allow the call to roll over to another station. Remember, the call may have been waiting before ringing to your station. Always answer with a SMILE.
- Never place the caller on hold without asking their permission; when you pick the caller back up, thank them for holding.
- Use call screening scripts to better assist the caller (SOP 205).
- Use the resident’s name at minimum 2x during the call.
- Do not eat or drink while talking on the phone.
TERMINATING CALLS
Occasionally a caller may become unusually argumentative, abusive or simply unwilling to accept the answers or explanations they are receiving.
If they are being argumentative and/or not accepting your answer, remain calm and assure them what you can or have done to assist them. If they continue, you can tell them that perhaps it would be best if they spoke with their community manager if they would like to further discuss. We don’t want to terminate a call simply because they are not being the easiest.
If the caller becomes aggressive and abusive and using foul language or insulting you, tell them right away that we will not tolerate such language and behavior and to please refrain more continuing to do so or you will need to terminate the call. Again, always remain calm and do no match their energy. If they continue, tell them you will be disconnecting their call due to their behavior and alert your supervisory right away in case they call back.
Please note that if at any point you feel you are not able handle the call because of how it’s escalated, let them know you will be placing them on hold and reach out to your supervisor for assistance with the call. Your supervisor will be able to take the call if needed.