Customer Service Basics
This customer service skill involves repeating key points of a resident’s concern to show understanding and accuracy.
What is reflective listening?
This step, done before starting a repair, reduces misunderstandings by confirming the resident’s expectations.
what is restating the issue and confirming the desired outcome?
This federal law requires maintenance employees to respect resident privacy and restricted information.
What is The Fair Housing Act?
This technique helps a resident feel heard when they are repeating themselves due to frustration.
What is acknowledging their feelings before addressing the content?
A resident states, “This is the third time I’ve put in a work order—why should I trust you this time?”
What is acknowledge their frustration, take ownership, and commit to resolving the root cause?
This phrase is the most important one to use when a resident is explaining a concern.
What is “I understand — let me help you with that”?
This practice ensures that a resident’s home remains respectful and undisturbed while you work.
What is protecting surfaces and using cleanliness barriers?
This policy determines whether you may complete a work order when only a child is home.
What is you may not enter when a minor is alone?
This type of statement keeps communication neutral and prevents defensiveness.
What is “I” statements (e.g., “I want to make sure we get this right for you.”)?
You arrive for a scheduled repair and the resident is angry because they claim they never got notified.
What is stay calm, apologize for the confusion, and complete the work if allowed?
This practice is always better than guessing the issue and rushing through the job.
What are asking clarifying questions?
This is the best way to handle a situation when a repair will take longer than originally estimated.
What is provide a revised timeline and explain what changed?
This documentation requirement protects both the staff and the property during disputes.
What is detailed, factual, timestamped notes?
This is the best response when a resident is wrong about a cause of a problem, but believes they’re right.
What is explain gently using evidence and demonstrations, not argument?
You fix one issue but notice the unit has several safety hazards the resident hasn’t reported.
What is document everything and create appropriate work orders immediately?
This is the best way to communicate when you must tell a resident “no” due to policy restrictions.
What is provide the reason, offer alternatives, and reaffirm what you can do ?
This is the professional action to take when you notice a recurring issue in a unit that suggests user error.
What is demonstrate proper use without blaming the resident?
This is the proper action if a resident attempts to give you a tip or gift above policy allowances.
What is politely decline and explain policy?
This skill involves ending a conversation on a positive note, even if the resident remains unhappy.
What is Positive close-out scripting?
A resident accuses maintenance of breaking something during a previous visit, but no documentation supports it.
What is stay neutral, review the notes, and investigate without assigning blame?
Doing this simple thing after a work order can instantly increase resident satisfaction.
What is cleaning up the work area and leaving the space better than you found it?
This maintenance behavior builds long-term resident trust by preventing them from feeling helpless or ignored.
What is consistent follow-up until the issue is fully resolved?
This is the proper way to document interactions with residents in the system.
What is clear, factual notes without opinions.
This advanced technique involves identifying and addressing the emotional issue behind a resident’s complaint, not just the surface-level issue.
What is emotional intelligence and empathy mapping?
A resident begins shouting and using disrespectful language.
What is remain calm, set boundaries, and inform them you will return once communication is respectful?