To make your residents raving fans, you need to go above and beyond what is expected. Make sure that your residents reach friendly voice whenever they call.
As expectations for amenities grow, offering residents 24-hour customer service make sense.
It's a great way to offer added value to your residents. They'll reward you by renewing their lease and referring others.
Making sure your team is available to take care of resident requests is a key factor in customer delight. An apartment answering service can back up your on site staff during hours.
Excellent customer service begins with making sure calls don't go unanswered. They can also act as your switchboard routing calls to the right person or department.
Maintenance requests are one of the most common needs of residents. The call center can log routine maintenance requests and escalate urgent ones.
During a maintenance emergency such as a broken pipe, minutes count. It can mean the difference between mopping up or new drywall for the entire first floor of your building.
When an emergency maintenance issue occurs, the on-call maintenance technician is immediately reached. If the call center not able to connect with them, escalation to other staff begins.
Once the issue is resolved, you'll receive detailed reporting about the maintenance issue. Many companies can give you real-time access to service escalation via web portal. Recordings of the audio from the caller and to your staff is also available online.