A simple phone script for new service calls
A consistent script turns a rushed call into a complete job record.
- Greet and get the name. Say your company name, then ask for the caller's name and best callback number.
- Get the address and access details. Confirm the service address, gate codes, pets and who will be home.
- Ask what is happening. Let the customer describe the problem, then ask when it started.
- Capture photos if possible. A picture of the equipment or damage helps your tech prepare.
- Explain the next step. Give the arrival window, any service-call fee and how you will confirm.
- Repeat it back. Read the details back so mistakes are caught before the truck rolls.
Common questions
How long should the call take?
A few minutes. Keep the questions short and in the same order every time.
What if I miss the call?
Return it the same day and use the same script.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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