This is where the majority of your work will take place. It is your responsibility to make sure that the telephones are answered in a pleasant and timely manner.

It is important that the word "timely" be taken seriously. In saying this, the telephone should never ring more than three times before it is answered.  Many potential clients may be lost if they have to let it ring longer.

When answering  the telephone,  you will  want to  know where  to direct  it to.

A suggested  way  to do this: "Thank you for calling <<company name>>, how may I direct your call?"

When putting a call through announce who the caller is and hang up your phone.

When  screening  a call,  it  is  not  polite  to say, "May I ask who  is calling?"  It is better to say, "And your name is?"

Let them tell you who they are without realizing that they are telling you.

When transferring the call to staff your quote is as follows: Jay "You have a call", or if you get their name, Jay "Mr. Jones is on the line."

When transferring a call, use the words, "It will be my pleasure to connect you", or simply, "My pleasure".

PHONE CALLS TO SALES REP'S

Enter the person's name, email and phone number directly into M1. Send the first email out to the client, if the provided their email. This allows them to review some information prior to the sales person returning their call. It also gives them the sense that they are important and provides prompt service. Send an email notification to the sales rep via M1, as well as an email text. This decreases the down time between when the call comes in and when the sales rep calls the client back.

Be sure not to confuse an owner to who wants management to a resident who wants to rent a property. A key question to ask if you're not sure is: "Mrs. Jones, are you looking to have your home managed or do you want to rent out a home?"