HOW TO ANSWER THE PHONE

Thank you for calling __Community__. This is __Name__, how can I help today?

Allow them to answer.

I'd love to help you __Reason They Called__. As I said my name is __Name__, can I ask what your name is?

Allow them to give their name.

So nice to meet you __Their Name__, and I'm excited to help you. __Answer Question__.

If you need more info as the convo comes to an end say.

__Their Name__, it was so nice speaking with you today. Before we hang up, can I ask you a few questions to get additional details for my notes?

HOW TO END A CALL NiCELY

A lead comes in when you're on the phone. First smile at the lead and gesture that you'll just be a minute.

Then say this to the person on the phone if you think you can't wrap up the call in less than a minute.

__Name__, I just had someone walk into the office. Do you mind if I give you a call back so we can continue our discussion on __Reason They Called__? Let me know what day, time, and phone number work best.

If you think you can wrap up the call in less than 1 minute you can say this instead.

__Name__, I just had someone walk into the office. Do you mind if I put you on a brief hold?

Let the in-person lead know you'll be with them shortly. Direct them to the coffee bar to get comfortable.

EMAIL

__Name__,

Thanks so much for contacting me. I've received your email about ___Purpose Of Their Email___, and am working to gather all the information to give you a detailed response.

I will do my best to get you a response no later than __Date__ if not before. If you have any other questions, don't hesitate to respond here or give us a call at __Phone Number__ on __Office Hours__.

We are excited to help you!

__Your Name__

__Your Title___

__Your Contact Info__

__Community Contact Info___

TEXT OR DM

Hi __Name__. I'd be happy to help you with __Purpose Of Their Message__. Can you provide a phone number or email so I can provide you with more detailed information?

If you can answer their question quickly, you can answer it within the message, but this can help you buy some time.

RESPONSE

We would be happy for you to come in and fill out an application. I can't answer your specific question over the phone, but we would be happy to review our policies and provide you with an application for residency if you visit our office.

We use a third party to run the applications, and they help us make decisions to ensure we comply with the federal government rules and regulations.