How to write a professional phone script

Claudia Academy cover with the title “How to write a professional phone script.” The subtitle says: four fixed parts, so everyone answers the phone in the same friendly way; not lines for a play, but something to lean on.

Four numbered parts of a phone script. One, greet: say hello, give the business name and your own name. Two, find out the question: let the caller finish, ask open questions and take notes. Three, confirm: briefly repeat what you understood and ask whether that is right. Four, wrap up: say what happens next and when, ask if there is anything else and thank the caller.

Five example sentences to use. Answering: good morning, business name, this is name speaking, how can I help you? Asking more: which day would you like an appointment? Confirming: let me note that down, service, day and time, is that right? If you don't know: I'll find that out, may I call you back before a certain time? Closing: is there anything else I can do for you? Thank you for calling.

Five tips for using a phone script: keep it short, half a page next to the phone; speak naturally, it is something to lean on and not a text to read aloud; always write down name, number, reason and best time; practice it together with colleagues; and refer the caller honestly with a complaint or a question outside your field.

Summary: greet, find out the question, confirm and wrap up. With those four steps every phone call sounds polished, no matter who answers.

Pointer to the free Claudia Academy lesson on a professional phone and callback system, at claudia.bitsplease.org/en/academy/customer-service-system/lesson-2-phone-process.