Script Flow
CSR — say:
Thank you for calling Happy Pipes - this is [CSR name]. How may I assist you today?
What did they open with? Tap it, say the line
What are they calling about? Tap what you hear
🔧Plumbing
Other repairs
🆕 New or install
🚜Septic
Other repairs
🆕 New or install
❄️Heating & Air
Other repairs
🆕 New or install
Also heard? Tap any that apply
They pushed back? Tap what they said
CSR — say:
Who do I have the pleasure of speaking with today? (ask spelling of name if you're unsure)
CSR — say:
Hi _______, it's a pleasure to meet you.
CSR — say:
Have we ever had the pleasure of serving you before?
CSR — say:
May I have your last name, please? (only ask them to spell it if you're unsure)
CSR — say:
Thank you. Is the number you're calling from the best one to reach you?
CSR — say:
One quick question, _______.
What city is your home in?
That way I can make sure you're in our service area, and that you're the property owner.
Property owner?