CALL FLOW
What should you do first when answering a call?
Use the required greeting or answer phrase for that account with a smile
Where should you look to find the correct instructions for an account?
The account's script and locate instructions.
Name three details that may be required in a caller's message.
Caller name, callback number, address , and reason for calling, as applicable.
Why do we use the OC table?
For dispatcher to be able to contact correct OC assigned to our clients
A caller sounds upset. What is a professional way to respond?
Acknowledge their concern calmly and show that you are listening.
What does active listening mean?
Pay attention, understand the caller, and respond appropriately.
Can you assume two property management accounts follow the same procedure?
No. Always verify the specific account's instructions.
Why is phonetic confirmation important when a name is difficult to understand?
It helps ensure the name is recorded accurately.
Why does the order of information in an OC entry matter?
It helps maintain consistency, readability, and accuracy
Does showing empathy mean agreeing that someone is at fault?
No. You can acknowledge feelings without assigning blame.
A caller gives you several details very quickly. What should you do?
Listen, ask clarifying questions when needed, and verify important information.
What should you do if you cannot find the answer in the script?
Check locate never assume or guess and or reach Shift lead for help
A caller reports a maintenance problem, but you don't understand what happened. What do you do?
Ask relevant clarifying questions and accurately document the issue.
What is the purpose of a Live Shift broadcast?
To communicate relevant operational information to the appropriate team.
Give an example of an empathetic response that does not escalate the complaint.
"I understand this is frustrating. Let me gather the details so I can document your concern correctly."
Why is a recap important before ending a call?
It confirms the information collected and helps prevent misunderstandings.
What should guide you if a caller asks for something that conflicts with the account instructions?
A caller hangs up before giving you all the information you only have name phone number and issue what should you do?
Take message fill slots with N/A compose message with issue and adding "no further info given as caller hung up"
Should every detail the office shares regarding the OC automatically be included in the broadcast?
No should be act number if GFD/GWKND and if changes made to the OC
A caller demands that you promise maintenance will arrive today. What should you do?
Do not make unsupported promises. Follow the account instructions.
Onset of the call you realize you missed an important detail. What should you do?
Politely ask the caller to repeat or clarify the missing information.
Caller does not approve of fees that are instructed on the script but is demanding ER service what should you do
You rebuttal once then consult shift lead
Which is more important: speed or accuracy?
Accuracy and completeness, while working efficiently.
You notice an important detail is missing from an OC entry. What should you do?
Verify the information and correct the entry according to procedure.
A caller repeats the same complaint and becomes more upset. How should you respond?
Stay calm, acknowledge the concern without fueling it, clarify relevant details, and follow procedure.