3.04 Call training for Emergencies/After Hours

Updated 3 years ago by Thomas Berg

What is this?

This is your introduction to using our phone systems (IVR) to reach out to your admins and guests in a time of emergency.

Why are we doing this?

After normal response hours in the US (8am to 10pm Easter Time) admins (Tom, Mike McKay, Michael Jaindl and Derek Lee) are unavailable to answer guest messages and calls. If a guest requires assistance during these hours we still need to take action and provide them with the best possible customer service that we can.

How does it work?

IVR is the next iteration of our Simulring system, which we have been using to forward guest calls to our call tree and to forward our missed calls, outbound call recordings and voicemails in Front.

The system uses Twilio. Twilio allows software developers to programmatically make and receive phone calls and send and receive text messages using its web service APIs.

When you log into the IVR website you will be able to make calls directly from your browser by manually entering the phone number of the admin or guest you are attempting to reach.

What situations should this training apply to and what should you do?

If you are alerted to an issue with a guest

If you receive a message from a guest indicating that an emergency is occurring (locked out, power outage, burst pipe, no toilet access etc). 

Step 1:  Message the guests

Message the guests and determine if this is something that can be solved without calling anyone. Remain calm and be reassuring with the guests. 

Step 2: If you cannot resolve the issue, call the guest

Navigate to IVR  and sign in with the login info emailed to you.

To call the guest make an outbound call from your computer.

Tell them the following:

"Hi (Guestname), my name is (tell them your name). I work closely with Alex, the property manager of the apartment you are staying at. We are so very sorry you are experiencing this issue. (Reiterate the issue to them so they know you are informed) It is currently after hours for maintenance staff and your hosts. However, we are doing everything we can to assist you. We are currently calling someone who can assist you. Someone will be in contact with you in the next 20 minutes."

Step 3: Take Notes

Listen to the guests carefully. Take notes on what they are saying in the relevant Guesty or Front item. Make sure relevant parties are tagged or linked to these notes. Once you have hung up copy the link to the call and include it in these notes.

If while on the call they describe new issues or correct your understanding of what the problem is please take note it. Then repeat it back to them and ask them if you have it correct.

Step 4: Immediately start calling  the Call tree.

Thoroughly read the following article on what our call tree is: After hours/Emergency phone tree

Make sure that the box to the left of "Check this box if call is an emergency (only if calling staff)" is selected:

Move down the phone tree until someone answers. When someone answers inform them of the situation and then tag them in the relevant front conversation. If the conversation is in Guesty please post the link to it in General Questions and tag the person you are speaking with on the phone so that they have some context.

Step 5: Call the guest back

Only do this if an admin hasn't done it for you. We don't want to overwhelm the guest in a sensitive situation like this.

If 20 minutes have elapsed without you successfully reaching someone on the call tree, call the guest back and tell them:

"I was unable to find someone who can help at this time. I will continue to call relevant parties until someone answers. We are very sorry for the delay and we are doing everything we can to help you immediately.
Listen to their concerns carefully, continue to take notes and do your best to accommodate their requests.

What if IVR/simulring isn't working properly?

Use Skype to perform the same list of steps in this guide.

View past calls and listen to recordings

Answer inbound calls

How did we do?

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