Phone scripts and callback process

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1. Answering the phone

1. Greet: good morning or good afternoon, the business name and your first name.
2. Find out what the call is about: let the caller finish, then ask follow-up questions.
3. Ask only what you need: usually the name, a number to call them back at and a short description.
4. Confirm: repeat what you have written down and what will happen.
5. Deal with it or pass it on: answer it yourself, transfer the call or set up a callback.
6. Close properly: sum up, thank the caller by name, hang up without rushing.

2. Asking questions: getting the request clear

First ask what kind of request it is, and only then ask for details. Ask only the questions you need.

3. Calling back missed calls

1. Write it down

   At each check time, put every missed call on the callback list: time, number and, if there is a voicemail, what it is about.

2. Prioritize

   Priority 1: urgent, or a customer with an appointment or job for today. Priority 2: all other calls during business hours. Priority 3: calls from outside business hours, to call back when you open. First check whether the number has already sent a WhatsApp message or has already been called back by a colleague.

3. First attempt

   Call back within the target time. If you get voicemail, leave the voicemail message below. Write down the time and the result.

4. Second attempt

   A few hours later, at a different time of day. Write down the time and the result.

5. One WhatsApp message

   Only if the number uses WhatsApp. A landline usually has no WhatsApp; in that case you stop at two attempts.

6. Close

   Write down the outcome. No answer after two attempts and one message? Then the outcome is “not reached, closed” and you do not call about this call again.

4. Taking a complaint

The goal is to listen, write things down and agree on a clear next step. Do not get into an argument and do not promise anything you cannot decide yourself.

• Write down: name, number, what happened (briefly, in the customer’s own words) and what the customer expects.
• Also write down who you are passing the complaint on to and when they will call back.
• Pass the complaint on in person the same day, not just with a note.
• Do not write down medical details or payment details.

5. Transferring and handing over

Tell your colleague first what it is about, so the caller does not have to tell their story again.

• What you pass on: the caller’s name, number, the request in one sentence, and what you have already said or promised.
• On a colleague’s behalf, only give a time they can actually meet. If in doubt, allow more time.

6. Decision tree: who takes over?

Go through the questions from top to bottom. Stop at the first “yes.”

1. Is someone’s life, health or safety in danger right now?

   Yes: tell the caller to call the emergency number right away, and keep the call short so they can do that. Your business does not replace emergency services. No: go to question 2.

2. Does something need to happen today to prevent damage or danger?

   For example a car with brake problems or a leak. Yes: straight to [name], or if that person is not there, to [name]. Never through the callback list. No: go to question 3.

3. Is it a complaint?

   Yes: use the complaint script, pass it on to [name/role] and make sure the caller is called back the same day. No: go to question 4.

4. Is expert knowledge or a decision by the owner needed?

   For example a quote, a diagnosis or an exception. Yes: schedule a callback with [name] at a set time. No: go to question 5.

5. Does the caller want to make, move or cancel an appointment?

   Yes: put it on the calendar right away and confirm the day and time. No: go to question 6.

6. Is it a standard question?

   Business hours, address, fixed prices: answer right away. If you do not know the answer, write down the question and agree on a time to call back.

7. Callback list for missed calls

One line per missed call. Print this list or set up the same columns in a spreadsheet. In the Attempts column, fill in the time and the result, for example “1:15 PM voicemail.” Put your initials next to the outcome, so it is clear who closed the call.

• Priority: 1 = immediately (urgent, or an appointment or job today), 2 = within the target time, 3 = when you open (missed outside business hours).
• Outcome: resolved (what was agreed), passed on to [name], not reached and closed, or “do not call again” at the caller’s request.

8. Handoff at shift changes and closing time

Go through these points at every change of shift and fifteen minutes before closing time.

• All missed calls since the last check time are on the callback list.
• The voicemail has been listened to and the messages are on the list.
• WhatsApp messages from callers have been checked, so nobody gets called twice.
• Priority 1 calls have been resolved or handed over in person to the next shift.
• Every open line has an owner and a time for the next attempt.
• Callback times promised today have been met. Where that did not work out, the customer has received a message with a new time.
• Complaints have been passed on to [name/role], with the agreed callback time.
• At closing: the voicemail greeting is correct and, if you forward calls, call forwarding is set up correctly.
• The callback list is in its fixed place, out of sight of customers.