{"id":234,"date":"2018-01-11T18:19:26","date_gmt":"2018-01-12T02:19:26","guid":{"rendered":"https:\/\/wp.actionlife.com\/sopcommunitycare\/?p=234"},"modified":"2021-06-24T15:29:22","modified_gmt":"2021-06-24T23:29:22","slug":"phone-script-cheat-sheet","status":"publish","type":"post","link":"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/phone-script-cheat-sheet\/","title":{"rendered":"Phone Script Cheat Sheet"},"content":{"rendered":"<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Opening:<\/strong>\n<ul>\n<li><em>\u201cGood _______________(morning\/afternoon\/evening) this is ___________ (<\/em>your name<em>). May I please have the address you are calling about?\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<li><strong>If you are speaking to a h\/o:<\/strong>\n<ul>\n<li>&#8220;And who am I speaking to?&#8221;<\/li>\n<li>&#8220;For account verification purposes, can you please verify your phone # and email address?&#8221; <strong>OR:\u00a0<\/strong>&#8220;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?&#8221;<\/li>\n<li>&#8220;What can I do to assist you, __________________(use name of caller)?&#8221;<\/li>\n<\/ul>\n<\/li>\n<li><strong>If you are speaking to a non-h\/o:<\/strong>\n<ul>\n<li>&#8220;And who am I speaking to?&#8221;<\/li>\n<li>&#8220;What is your relationship to the property?&#8221;<\/li>\n<li>&#8220;What can I do to assist you, __________________(use name of caller)?&#8221;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Before transferring:<\/strong>\n<ul>\n<li><em>&#8221; I show that ___________ is working, but I&#8217;m not sure if he\/she is at his\/her desk. If you would like I&#8217;ll transfer you over now, but if ___________ does not answer, please leave a voice message.&#8221;\u00a0<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Call Recipient Unavailable:<\/strong>\n<ul>\n<li><em>\u201c______________ is unavailable at this time; however, he\/she is due back (later today\/tomorrow morning, etc. DO NOT GIVE EXACT TIME).\u00a0 Would you like to leave him\/her a voicemail or may I offer you his\/her email address?\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Transferring caller to Reception:<\/strong>\n<ul>\n<li><em>\u201cIf you wish to hold for ____________, I will transfer you to the receptionist. Have a nice day\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Hold:<\/strong>\n<ul>\n<li>\u00a0<em>&#8220;May I place you on a brief hold?&#8221; &#8230; \u201cThank you for holding.\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Closing Call:<\/strong>\n<ul>\n<li><em>\u201cIs there anything else I can do to assist you__________(use caller&#8217;s name)? Thank you for calling, have a great day.\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>WORK ORDER REQUEST CALLS \u2013 HOMEOWNER\/RESIDENT<\/strong><\/p>\n<ul>\n<li>\u00a0Common Area Work orders (owner confidentiality):\n<ul>\n<li><em>\u201cMay 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?\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"padding-left: 40px\"><strong>High Volume Call Back Script<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li>\n<p><strong>If the question is very simple to answer and takes <u>less than 60 seconds<\/u>, you may answer it. Examples include how do I order escrow docs, What\u2019s my account balance, transferring a call to escrow or a manager, etc. OR, if the concern involves anything that would be considered a rush and\/or leak, please handle it (if you are qualified)\u2026 otherwise, take the info of what the issue is and move to the next statement:<\/strong><\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"padding-left: 80px\"><span style=\"font-size: inherit\">\u201cThank you so much for calling about this issue. Due to the high volume of calls, I\u2019m going to have a Community Care Specialist look into this for you and call you back in 1-2 hours. Would you be available for a call back in that timeframe?\u201d\u00a0<\/span><\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Opening: \u201cGood _______________(morning\/afternoon\/evening) this is ___________ (your name). May I please have the address you are calling about?\u201d If you are speaking to a h\/o: &#8220;And who am I speaking to?&#8221; &#8220;For account verification purposes, can you please verify your phone # and email address?&#8221; OR:\u00a0&#8220;I see that (some of) your contact information is missing. [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"class_list":["post-234","post","type-post","status-publish","format-standard","hentry","category-reference-documents"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/234","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/comments?post=234"}],"version-history":[{"count":0,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/234\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=234"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/categories?post=234"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/tags?post=234"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}