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Customer Service Corner | Phone Ettiquette

Tuesday, January 23, 2018

It just isn't a leasing office if the phone isn't ringing off the hook with any number of folks looking for answers. Whether it's a prospect who could be your next lease, a resident who needs to give a service request or the mailman looking to be buzzed in the front door, it's important that every time we pick up the phone we give our best first impression to whoever is on the other end!

Here are 4 tips to put your best foot forward on the phone:

1. Take a deep breath, and smile!

While it might sound like a cliche, a smile can make all the difference in your inflection when you answer the phone! In the same respect, your prospect or resident can hear your bad attitude if you are rolling your eyes or uninterested in the conversation. Taking a deep breath and resetting your mood with a smile before answering will start your conversation off on the right foot.

2. Come up with an innovative greeting!

Most businesses answer with a generic version of their name and "How can I help you?" so this is a real opportunity to set yourself apart! Do you have a current promotion you can answer with? What about a cute pun that includes your property name? Be creative!

3. Identify everyone in the conversation.

Who are you? Let them know in your greeting! Who are they? Find out so you can make a seamless transition into asking for their contact information later in the call. Pro tip: don't OVERUSE their name, but reinforce that you remember by ending the call with their name.

4. Be thorough!

We all know that we need to identify the needs of our customers on the phone, but when asking key questions about someone's apartment search or the work order they need to put in, remember to go through all the details and go above and beyond where you can. 

 

Even though answering the phone can be an interruption, remember not to treat your phone calls like a chore! Put your smile on and go forth to put your best customer service forward.