- Thank the caller for calling

- Introduce company and yourself

- Ask how you would be able to help them.

“Good morning/afternoon, thank you for calling Management One, this is (your name). How may I help you today?”

- Use “My pleasure”

- Ask the person if they are “able” to hold

- Verify if the appropriate department is available, if transferring

- Let the caller know if there are any callers in front of them and the approximate wait time.

- If they are unable to hold/wait, then get their name, number & email and inform them they should receive a call back within (give them an estimated time; for example “15-20 minutes” if the person, they need to speak with, is currently on the phone, or an alternative time, if you know that department will be back around a certain time such as “after 3pm”)

“I need to speak with the property inspector!”

“My pleasure, may I ask what this is in regards to?”

“I need to speak to him regarding the rehab for my property”

“Which property was that in regards to?”

“ 123 Happy time Place, MV”

Let me check to see if he is available to answer your call. Are you able to hold?”

“Yes, I can hold, thank you”

“My pleasure”

- Holding…

“It appears that the property inspector is on the phone with another client at this time and he has another call waiting…Would you like to continue holding or would you prefer a call back when he is available?”

“I would appreciate a call back when he is available”

“May I get a phone number where you can be reached today?” (this might not be the same as the number we have on file for them, so it is important to ask for this and also verify the contact information, we do have in the system, is current.)

“Thank you, I will forward this information to him. You should receive a call back at least before the end of today.” (If it is after 4pm and you know the individual will not be able to call back today, then politely inform them they will receive a call the next day.)

Thank you”

“My pleasure”