GENERAL CALL SCRIPTS
WORK ORDER REQUEST CALLS – HOMEOWNER/RESIDENT
WORK ORDER FOLLOW UP CALLS- VENDORS
WORK ORDER FOLLOW UP CALLS – HOMEOWNER/RESIDENT
CALL BACK SCRIPT
GENERAL CALL SCRIPTS FOR PHONE RECEPTIONISTS:
Greetings Scripts (Must be said word for word)
- Inbound Call: Good Morning/Afternoon, this is “Your Name”, may I please have the address you are calling about?
- Callback Call: Good Morning/Afternoon, this is “Your Name” from Action Property Management returning your call on a recorded line, may I please have the address you are calling about?
If you are speaking to a h/o:
- “And who am I speaking to?”
- “I see that the number you are calling from matches our system. is your email address still ________?” OR: “I see that (some of) your contact information is missing. May I please have your (phone number and/or email address) so I can add that information to your account?”
- “What can I do to assist you, __________________(use name of caller)?”
If you are speaking to a non-h/o:
- “And who am I speaking to?”
- “What is your relationship to the property?”
- “What can I do to assist you, __________________(use name of caller)?”
Caller asks for a specific employee (Excluding Board Members)
- “May I ask what the call is in regards to in case I can be of assistance?”
Hold Script (Must be said word for word)
- When Placing on Hold: Would you mind if I place you on a brief hold?
- When returning from hold: Thank you so much for holding!
Transfer Script (Check EIO First) (Must be said word for word)
- If person is working today say: Please give me a moment while I transfer you to “Name”. If “Name” does not answer, please leave him/her a voicemail.
- If person is NOT working today or is out of the office say: It looks like “Name” is unavailable. I’ll transfer you into their voicemail. Please leave a detailed message so “Name” can return your call once they return.
Closing Script (Does not need to be word for word but must hit all parts of this message.)
- “Is there anything else I can do to assist you? (Wait for Response) Thank you for calling. Have a great day!”
Voicemail Script (Does not need to be word for word but must hit all parts of this message.)
- “Good Morning/Afternoon, this is “Your Name” from Action Property Management returning your call. We’re so sorry we missed you! Please give us a call back at (800) 400-2284, or you can email us at communitycare@actionlife.com, or chat with us at actionlife.com. Thank you.”
WORK ORDER REQUEST CALLS – HOMEOWNER/RESIDENT
- Common Area Work orders (owner confidentiality):
- “May I include your contact information in the work order so that if the vendor we send out has additional questions or needs more information they may contact you directly?”
GENERAL CALL SCRIPTS FOR WORK ORDER SPECIALISTS:
WORK ORDER FOLLOW UP CALLS – VENDOR
- Calling for Follow Up:
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling to follow up on a work order for ___________ (Association Name).”
- *If the vendor needs to look into the issue and call back, let them know that the first person to answer the phone can take a status. Ask the vendor to provide the work order # when calling back.
- Leaving a Message:
- “Good Morning/Afternoon/Evening this is _______ calling from Action Property Management. I am calling to follow up on a work order we opened regarding _______ on ______(Date). If you could please give us a call back at (800) 400-2284 to provide status and reference work order # ____ and anyone who answers the phone will be able to assist you. You may also email us at workorderupdates@Actionlife.com. Thank you and have a great day!”
WORK ORDER FOLLOW UP CALLS – HOMEOWNER/RESIDENT
- Calling for Follow Up when work order is being closed due to completion:
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling in regards to a work order for___________ (what the work order was regarding) and we received notification from the vendor that this was taken care of and we wanted to confirm with you.”
- Leaving a Message:
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling to follow up on a work order regarding _________ (what work order is regarding). We have received notification from the vendor that the work has been completed and wanted to verify that with you. I’m going to go ahead and close the work order at this time, but if the work has not been completed or if you need anything else at all, please call us back at (800) 400-2284 or you can email us at communitycare@actionlife.com. For your reference, the work order # is _____________. With this number, any Community Care Specialist can assist you. Have a great day!”
- Homeowner Responsibility – leaving a message:
- “Good______________(morning/afternoon/evening), this is __________(your name) with Action Property Management. I’m calling you in regards to the work order for ________. This is something that the vendor/manager has advised that the association does not cover; therefore it is homeowner responsibility. You will need to contact your vendor of choice to complete the work. If you have any questions or concerns, please do not hesitate to contact us at (800) 400-2284 or you may email us at communitycare@actionlife.com. For your reference, the work order # is _______. With this number, any Community Care Specialist can assist you.”
- Calling for 1st Follow Up (When work order has not been completed):
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling in regards to a work order for___________ (what work order was regarding). We have contacted the vendor/manager requesting status but wanted to check with you to see if any progress had been made.
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling in regards to a work order for___________ (what work order was regarding). We have contacted the vendor/manager requesting status but wanted to check with you to see if any progress had been made.
- Leaving a Message on 1st Follow Up (When Work Order Has Not Been Completed):
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling in regards to a work order for___________ (what work order was regarding). We have contacted the vendor/manager requesting status but wanted to check with you to see if any progress had been made. Please call us back at (800) 400-2284 or email us at workorderupdates@actionlife.com. For your reference, the work order # is _____________. With this number, any Community Care Specialist can assist you. Have a great day!”
- Calling for 2nd Follow Up (When work order has not been completed):
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling in regards to a work order for___________ (what work order was regarding). We have contacted the vendor/manager requesting status but wanted to check with you to see if any progress had been made.
- Leaving a Message on 2nd Follow Up (When Work Order Has Not Been Completed):
- “Good _______________(morning/afternoon/evening), this is _________ (your name) with Action Property Management. I’m calling in regards to a work order for___________ (what work order was regarding). We have contacted the vendor/manager requesting status but wanted to check with you to see if any progress had been made. Please call us back at (800) 400-2284 or email us at workorderupdates@actionlife.com within 5 business days if this is not addressed for you. For your reference, the work order # is _____________. With this number, any Community Care Specialist can assist you. Have a great day!”
- **Make sure you note on the work order that you advised them to call us back within 5 business days if not addressed.
PRE CALL BACK SCRIPT:
One call back attempt should be made for every PRE (except leak related). Use the following script if you reach VM: “I’m from the Community Care Department at Action Property Management and I’m returning a call for ___________. I’m so sorry I missed you! Please call us back at (800) 400-2284 and tell the person that answers the phone that you are returning a call from Community Care. We look forward to helping you. Have a great day.”