Ever need help with a caller?
Ever need help with a caller?
Welcome to the property management blog, where we share our insights on the commercial and residential property management industry. As a call center and secret shopping service that works with rental properties, we get some interesting experiences.
Even your favorite tenant can get mean with you on the phone or in person sometimes. Sometimes you or your co-workers may have done something to tick them off, or maybe not. Either way, it can sometimes be an effort to cool them off and get to a satisfactory resolution. I thought I’d share some of our phone practices with you. I hope you find them helpful.
If you have a difficult caller…
(Ask yourself this…Did the caller have a bad day already before calling you)?
Listen to their concerns and try to help them to the best of your ability.
Don’t take it personally.
Remain professional and ask open ended questions.
Take notes during the call so you can re-iterate to them later, what you thought you heard.
Try to understand their needs or anger by telling them you’ll see what you can do.
Show them that the company they are calling… cares.
Do not be combative. Be concerned.
Ask probing questions so they can vent it out and lessen their concerns or anger.
Re-confirm what you thought they said so they know you’re listening.
Try to answer all of their questions to the best of your ability without hesitation.
If there are questions you cannot answer refer them to a manager or supervisor for a call back.
Sincerely apologize for inconveniences even if it is not your fault. Often, appologizing for the situation helps cool off the person by several degerees.
Keep in mind….
It probably wasn’t you if they were already mad when they called.
You may be just the person that they need to vent it out to.
Let them vent and then try to help them.
If all else fails…
Ask them… “If I get your name and number, I’d be happy for someone to give you a call back to answer your questions.”
Let them know that you …“don’t want to give them the wrong information and can certainly have a manager call them back.”
If the caller is persistent to keep you on the phone and you have tried absolutely everything…
Ask them this… CAREFULLY … SINCERELY …. And with the appropriate TONE INFLECTION…
o “What would you like me to do for you?”
If at any point they say they want to speak to your supervisor or manager (and you have ALREADY tried all of the above)…
Tell them… CAREFULLY … SINCERELY …. And with the appropriate TONE INFLECTION…
“Absolutely…. If you can hold on a minute, I’d be more than happy to.” then get help.
bye for now,
Tron
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