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Sometimes irate callers will call without a belief that you can really correct whatever
wrong they feel might have occurred or they might be so angry at the given time that

they cannot explain to you what they want done. In this case, depending upon your

position in the company, you should either refer them to a manager or a more
appropriate department, or simply tell them:

"I'm sorry, but I do not think that we are going to be able to resolve this issue at the
present time. Could you reconsider what you feel could be done to right the problem,

and then give me a call back?" <caller response> "Thank you, and have a good day."

Appropriate Uses of Written Correspondence

The real estate industry will require you to communicate through the printed text.

This might include communications via e-mail, Internet messaging programs, and

traditional post. Internet messaging services can be particularly tricky because they
are written exchanges that occur in real time. When utilizing Internet messaging

services, just remember:
Type patiently to avoid excessive errors.

Look at what you have typed before sending it, but do not dwell on it so much

that you hold up the conversation.
Allow the other person to respond to one question or comment before giving

another—even if he or she types slowly.

Most programs will tell you whether a person is typing a response or waiting
idly. Try to obtain one of these programs to help limit dead time.

In general, the same standards are not placed on Internet messaging
correspondence as are placed on other types of written communication. Most people

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