Chapter 1 Section 3

OFFICE TELEPHONE GUIDELINES

OVERVIEW

The nature of our business makes us very dependent upon the telephone. The office telephone is used to conduct business and, therefore, personal calls should be held to a minimum.

It is important that all office and answering service personnel be apprised of proper telephone etiquette. Good telephone manners influence the attitude of the caller. A list of basic telephone courtesy includes:

  1. Answer with “good morning” or “good afternoon” followed by the name of the community and the answer’s name.
  2. Politely ask the name of the caller if it has not been given or if it was unclear. Address the caller by name thereafter.
  3. Determine the reason for the call and make the appropriate notes: caller’s name, if s/he is looking for apartment, etc.
  4. Thank the caller and do appropriate follow-up on the conversation as soon as possible--check status of application, position on waiting list, etc.
  5. Never keep anyone on hold for more than 15 to 20 seconds without checking back.
  6. All complaints and maintenance requests should be logged into yardi

immediately, then provided to maintenance staff. Once work order is complete file in the appropriate Work Order folder.

PROCEDURE

  1. Directory assistance charges should be held to a minimum by using the telephone directory to find phone numbers or google online.
  1. The office phone may not be used to make personal long distance calls except in an emergency in which case you are expected to reimburse the property.
  1. Each property must have an answering machine that can be checked when the office is closed. Your Regional Property Manager should be provided that code via email and also the code should be maintained on site in the properties rolodex under passcodes.
  1. Answering machine messages must be presented in a professional manner. The answering machine must be left on any time the office will be left unattended. The messages should be checked as soon as the manager returns to the office and should include the following information:
  2. Greet the caller
  3. Identify the property name, office hours, and emergency numbers
  4. Invite caller to leave a message
  5. Thank the caller

For example:

"Thank you for calling Happy Homes Apartments. Our office hours are 8:00 a.m. through 5:00 p.m. Monday through Friday. If this is an emergency, please contact Harry Handyman at 444-3333 and describe what help is needed. If you would like for a member of our office staff to return your call, at the sound of the tone please leave your name, telephone number, and time called. We look forward to talking with you."

Put a smile in your voice  — It will be noticed!

PERSONAL LONG DISTANCE CALLS

Personal long distance telephone calls by on-duty personnel are not allowed unless in case of an emergency. Any employee needing to make a personal long distance telephone call is required to reimburse the community upon receipt of the telephone bill.

PAGERS AND CELL PHONES

All managers and maintenance personnel are required to carry pagers or cell phones at their community’s expense. Pagers should have 800 or 888 numbers. Co-workers and residents should be given instructions on how to leave a numeric number on your pager. Residents should be encouraged to only contact staff in case of emergencies. Cell Phone or pager numbers should be posted on bulletin boards, both inside and outside your community office.

For those managers and maintenance personnel who carry a cell phone you are required to carry this cell phone 24 hours a day seven days a week. You are required to leave it on at all times. The cell phone is to be used for business purposes only. If you exceed your allotted minutes and it is determined you have used the phone for personal useyou will be required to reimburse the property.

Chapter 1, Section 3 Office Telephone Guidelines May 2012

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