Action Property Management provides service to a diverse homeowner demographic and strives to deliver a professional, high-quality customer experience with every interaction.
Our communication should always be courteous, respectful, and professional. While our approach is formal, it should never feel cold or scripted. The goal is to create a positive experience while building confidence in our knowledge and service.
Remember:
- Homeowners, residents, vendors, and guests expect to be treated with respect.
- We should be friendly without becoming overly familiar.
- Professionalism and warmth should always go hand in hand.
Elegance without warmth is arrogance.
Proper Verbiage
Community Care uses consistent language to provide a professional experience.
Examples of appropriate language:
| Instead of: | Use: |
| “Hello” “Hey” “How’s it going?” | “Good morning.” “Good afternoon.” “Good evening.” |
| “Who are you?” | “May I ask who I’m speaking with?” |
| “Ok” “Sure thing” “No problem” | “Absolutely” “Certainly” “My pleasure” |
| “Can I help you?” | “How may I assist you?” |
| “Huh” “What was that?” | “Can you please repeat that?” |
| “I dunno” | “I’m not sure. Let me find out for you.” |
| “I gotta put you on hold now” “Hold please” | “Would you mind if I place you on a brief hold?” |
| “I’m back now” “Are you still there?” | “Thank you so much for holding!” |
| “Yeah” | “Yes” |
| “Nah” | “No” |
| “Honey” “Dear” “Dude” “Buddy” | “Sir” “Ma’am” Their name |
This reflects our commitment to assisting every caller and creates a more confident, service-focused interaction.
Telephone Standards
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. At Action our primary focus is on our clients. Telephone etiquette is a part of our client’s satisfaction.
When answering calls:
- Be ready to answer the call promptly. Remember that the caller may have already been waiting before the call reached your phone.
- Answer every call with a smile. Your tone of voice reflects your attitude.
- Do not place a caller on hold without asking permission first.
- When returning to the caller, thank them for holding.
- Use approved call scripts when appropriate (see SOP 205: Scripts)
- Obtain the caller’s name early in the call and use it.
- Do not eat or drink while assisting callers.
Handling Difficult Calls
Some callers may become argumentative, unwilling to accept the answer they are given, or, in extreme cases, abusive. Remain calm and professional throughout the interaction.
Argumentative Callers
If a caller is being argumentative and or/ not accepting the answer you are giving them:
- Remain calm and do not match their energy.
- Do not speak over the caller.
- Explain what you have already done or are able to do for them.
- Clarify any next steps or available options.
- If the caller persists:
- Politely place the caller on hold and reach out to your supervisor via Slack, so they can either take the call or approve the matter being escalated to a manager
Do not terminate a call simply because the caller is being difficult or disagreeing with the information provided.
Abusive Callers
If a caller is being aggressive, abusive, and/or using profanity and personal insults towards you:
- Remain calm and do not match their energy.
- Inform the caller one(1) time that we do not tolerate such language and behavior, and to refrain from continuing to do so, or we will be forced to terminate the call.
- If they continue with this behavior, inform them you will be disconnecting their call due to their behavior.
- Alert your supervisor/Community Care leadership IMMEDIATELY in case the caller contacts Community Care again
We provide one (1) warning to our callers. Most callers deescalate after receiving their one warning.
Requesting Assistance
If at any point you feel you are unable to handle a call because of how it has escalated:
- Let the caller know you will be placing them on a brief hold
- Reach out to your supervisor for assistance with the call
- Leadership will either advise on how to handle the call, or may take over the call if needed
You are never expected to manage an escalating situation alone. You can always reach out for assistance on Slack.