Four sample calls for a made-up apartment community

Your leasing office’s calls, answered: every call, or only the ones your team can’t pick up. Each is recorded and scripted, about a minute, with a female or a male receptionist.

1. 1. A maintenance request
   A resident calls about something broken. It asks whether it can wait, takes the unit and a callback number, and handles a follow-up on an earlier request.
2. 2. Booking a tour: self-guided or with the team
   Someone looking for an apartment calls to see the community. It offers a tour with the team or a self-guided one, and books an open time.
3. 3. An urgent maintenance call
   Water coming through a ceiling. It checks whether it's happening right now, then puts the caller through to the on-call number, or marks it urgent for the team.
4. 4. General questions
   A caller asks about pets, parking and what's available. It answers only from the details the office gives it, and takes a message for anything it doesn't have.