Call Flow Script (Existing Customer)
“Thank you for choosing Shafer Services. This is (your name). How can I help you today?”
Customer explaining issue.
“You have come to the right place. We can help you with this.”
“Has Shafer ever serviced your home before?”
Customer will say no.
“Welcome to the Shafer family! How did you hear about us?”
“Very good, and what is your name and address to see a technician in your area?”
“Will you be the legal homeowner?” Validate in CAD
“Will the number you are calling from ending in 1234 be your best contact number?”
“Once we are onsite, we will not only verbally inform you of what we find and the repairs we provide, but we do so by email. What’s a good email we can add to the profile?”
Ask further questions regarding the services needed.
Ex.: How many HVAC units, how old is water heater etc.
Inform of available arrival window “We can have a technician available on (date and time). Will that work with your schedule?”
Customer says yes or no and adjusting eta accordingly (Refer to Capacity)
“Perfect! To allow a license technician onsite, your current expenses is a $60 dispatch fee (non-member) (DO NOT PAUSE) We will give you a follow up call 30-45 minutes ahead of time, informing when your technician is available to head out.”
“Is there anything else I can help you with today?”
“Thank you for Choosing Shafer. Have a great day. Goodbye.”
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Call Flow Script (New Customer)
“Thank you for choosing Shafer Services. This is (your name). How can I help you today?”
Customer explaining issue.
“You have come to the right place. We can help you with this.”
“Has Shafer ever serviced your home before?”
Customer will say no.
“Welcome to the Shafer family! How did you hear about us?”
“Very good, and what is your name and address to see a technician in your area?”
“Will you be the legal homeowner?” Validate in CAD
“Will the number you are calling from ending in 1234 be your best contact number?”
“Once we are onsite, we will not only verbally inform you of what we find and the repairs we provide, but we do so by email. What’s a good email we can add to the profile?”
Ask further questions regarding the services needed.
Ex.: How many HVAC units, how old is water heater etc.
Inform of available arrival window “We can have a technician available on (date and time). Will that work with your schedule?”
Customer says yes or no and adjusting eta accordingly (Refer to Capacity)
“Perfect! To allow a license technician onsite, your current expenses is a $60 dispatch fee (non-member) (DO NOT PAUSE) We will give you a follow up call 30-45 minutes ahead of time, informing when your technician is available to head out.”
“Is there anything else I can help you with today?”
“Thank you for Choosing Shafer. Have a great day. Goodbye.”
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Confirming an Appointment Script
“Good morning (Customer Name). This is (Your Name) with Shafer Services.
Your technician (technician name) is available to head out to you now and can be onsite within the next 30-45 minutes. Will you be home?”
The customer says yes.
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Informing Customer of Delay Script
“Good morning. This (Your Name) with Shafer Services. I am calling concerning your appointment schedule for today (arrival window).
We always like to communicate, and keep you updated. Your technicians are estimated to be on job slightly past your arrival window.
As soon as we have an available technician, we will give you a follow-up call to send them out. Is there anything else I can help you with today?”
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Rescheduling Customer Script
“Good morning/afternoon. This (Your Name) with Shafer Services. I am calling concerning your appointment scheduled for today at (arrival window time).
We wanted to have a conversation regarding getting you rescheduled for (Time & Date) with the reassurance that you will not be moved again. Will that work with your schedule?”
When Customer says yes:
“Thank you for your understanding! We do not take reschedules lightly and will give you a follow up call on (Time & Date) when your technician is available to head out to you. Thank you for choosing Shafer. Goodbye.”
When customer says no:
If they took off work: Escalate to coordinator and keep appointment.
Any other cases: Express empathy and concern. “All technicians are estimated to be on job much longer than expected. We do not want to rush a technician off their job and will treat you with the same respect. You are just as much of a priority to us, and we have an availability as SOON as (Time & Day)”
If a customer becomes irate/insistent:
“We can keep you tentatively on the schedule for today. There is not a guaranteed time frame, and we will follow up with you IF a technician is available.”
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Customer Decline Booking Rebuttal
Customer wants price over the phone.
Explain: Due to inaccuracies we are not able to provide pricing over the phone. This will include ballpark figures.
Rebuttal: The best way to provide exceptional service is having one of our experienced, licensed technicians with fully stocked trucks come out. We will provide you with 3 quotes onsite for exceptional service. We have an opening Date and Time
Unable to meet customer’s schedule.
Rebuttal: At this time, we don’t have any available appointments for today, however, we can get you scheduled for (Date/Time). If something becomes available sooner, would you like to be contacted to be pulled forward?
Customer stated they will call back
Rebuttal: We understand, would you like us to contact you tomorrow, or another time to help answer any questions you may have? We’d be happy to get this booked for you.