Phone Answering Script Generator

1. GREETING Say: "Thank you for calling Smith Plumbing. This is Dana. How may I help you?" Note: smile, speak slowly and answer within three rings. Say the business name clearly, because callers often forget who they dialed. 2. QUALIFY THE CALL Goal: understand the plumbing problem in under two minutes. Ask one question at a time and let them answer. Ask: "What is happening, and where in the property is it?" Ask: "Is water leaking or flooding right now?" Ask: "Do you know where your main water shutoff is?" Ask: "Is it a house, an apartment or a business?" Urgent means active flooding or a burst pipe. If the caller says this, skip the rest, take their name, number and address first, then say: "I am flagging this as urgent." If it is urgent, say: "Please call our emergency line at (555) 010-0100 right away." If anyone is in danger, say: "Please hang up and call 911 now." 3. TAKE THEIR DETAILS Collect these four things on every call and read them back: Ask: "May I have your name?" (Repeat it back and use it during the call.) Ask: "What is the best number to reach you?" (Read it back digit by digit.) Ask: "What is the address of the job?" (Confirm the street, city and any gate or unit number.) Ask: "Can you describe the plumbing problem in a sentence?" (Write it in their words.) Ask: "How did you hear about us?" (Optional, but it shows which marketing works.) Say: "Let me read that back to make sure I have it right." 4. BOOK OR PROMISE A CALLBACK Say: "I can get you booked for the first opening this week. What day and time work best for you?" Say: "I have you down for [day and time]. You will get a confirmation shortly." If you cannot book right away: Say: "I do not want to guess on the schedule, so we will call you back within one business hour." Note: only promise a callback time you will keep. Write the promise and the caller's number on the message so the person calling back sees both. 5. CLOSE THE CALL Ask: "Is there anything else I can help you with?" Say: "Thank you for calling Smith Plumbing. Have a good day." Say: "We are open Monday to Friday, 8 AM to 5 PM." Note: let the caller hang up first, then log the call straight away. HANDLING AN ANGRY CALLER Goal: calm the caller down, find out what they want, and give them one clear next step. Do not argue and do not take it personally. 1. Listen. Let them finish without interrupting, even if it takes a minute. Take notes. 2. Acknowledge the feeling. Say: "I can hear how frustrating this has been, and I understand why you are upset." 3. Apologize for their experience, not for fault. Say: "I am sorry this has been such a hassle." Avoid "it was our mistake" or "we caused this" until the owner has reviewed it, because that can be taken as admitting liability. 4. Clarify. Say: "So I can pass this on correctly, can you tell me what happened and what would make this right for you?" 5. Offer a next step with a time. Say: "I am going to get this to the owner right now, and you will hear back within one business hour." 6. Confirm and thank. Repeat the next step, then say: "Thank you for telling me. I will make sure this is handled." When to escalate: pass the call to the owner if the caller asks for a manager, mentions a refund, a damage claim, a review or a lawsuit, or says the problem is a safety issue. Do not promise refunds, discounts or outcomes yourself. When to end the call: if the caller swears at you, makes personal insults or threats, warn once: "I want to help you, but I cannot continue if the language continues." If it continues, say "I am going to end this call now. The owner will follow up," and hang up. If the caller threatens violence, hang up and call 911. Afterwards: write down the date, time, caller, what was said and what you promised, and tell the owner the same day. WRONG NUMBER OR SALES CALL Wrong number: Say: "You have reached Smith Plumbing. It sounds like you may have dialed the wrong number. Is there anything we can help you with?" If it is a wrong number, wish them well and end the call. Do not read out the owner's mobile number or staff names. Sales call or robocall: Say: "Thank you, but we are not interested. Please remove this number from your list." If they keep pushing, repeat the line once, then end the call. Do not confirm who owns the business or who makes decisions, and do not give out an email address or card or account details. If it is a recorded message, hang up. Do not press any key to be removed from a list, because that can confirm the number is active. Note: a vendor, supplier or existing customer is not a sales call. Ask who they are and what it is about before deciding.