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Customer contact

Initial Customer Contact

Greeting*: Welcome the customer and introduce yourself.

Verify Contact Information*: Confirm the customer's name, phone number, and email address.

Purpose of Contact*: Determine the reason for the customer's inquiry or request.

Active Listening*: Pay close attention to the customer's concerns, questions, or issues.

Take Notes*: Document important details from the conversation for future reference.

Providing Information or Assistance

Answer Inquiries*: Respond to customer questions or provide relevant information.

Offer Solutions*: Identify appropriate solutions or options to address the customer's needs.

Explain Processes*: Clarify any procedures or steps involved in resolving the customer's issue.

Provide Documentation*: Share relevant documents, forms, or resources as needed.

Promote Company Services*: Inform customers about additional services or benefits they may be interested in.

Resolving Issues or Complaints

Empathy*: Show understanding and empathy towards the customer's concerns.

Investigate*: Gather necessary information and investigate the issue thoroughly.

Escalation*: Determine if the issue needs to be escalated to a higher authority for resolution.

Timely Response*: Commit to providing a resolution or update within a specific timeframe.

Follow-up*: Schedule a follow-up call or email to ensure customer satisfaction.

Recording Customer Interactions

Determine Record Format*: Decide whether to use a digital CRM system, spreadsheets, or paper records.

Capture Essential Details*: Record customer name, contact details, date, time, and nature of the interaction.

Document Resolution*: Note the steps taken and the outcome of the customer interaction.

Flag Special Cases*: Highlight any unique or exceptional situations that may require additional attention.

Maintain Privacy*: Ensure that customer data is securely stored and handled in compliance with privacy regulations.

Closing the Interaction

Confirm Customer Satisfaction*: Ask if the customer's issue or request has been adequately addressed.

Express Appreciation*: Thank the customer for contacting the property management organization.

Provide Contact Information*: Share contact details for future inquiries or follow-ups.

Offer Feedback Channels*: Inform the customer about feedback mechanisms like surveys or review platforms.

End on a Positive Note*: Conclude the conversation with a friendly and professional farewell.

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