Inbound Call Script

This script guides you through handling incoming customer calls. Adapt the language naturally — do not sound robotic — but hit every required step.

Opening (Required)

"Thank you for calling Otesse, this is [Your Name]. How can I help you today?"

Key points:

• Always state the company name and your name
• Sound warm and professional
• Do not rush the greeting

Customer Identification (Required)

Before discussing any account details:

"I would be happy to help with that. Can I get your name and the email address on your account?"

Verify the customer in the system:

1. Search by email in the CRM
2. Confirm the name matches
3. If no account found, ask for phone number as backup search
4. If still not found, they may be a new lead — proceed accordingly

Never discuss account details without verification. If the caller cannot verify their identity, offer to send a verification email.

Active Listening

Once identified, let the customer explain their issue fully:

• Do not interrupt
• Take notes in the CRM as they speak
• Use acknowledgment phrases: "I understand," "I see," "Thank you for explaining that"
• Repeat back the key issue to confirm understanding:

"So just to make sure I have this right — you would like to reschedule your cleaning from Thursday to Saturday this week. Is that correct?"

Common Scenarios

Booking a New Service

1. Confirm the service address
2. Ask which service they need
3. Walk through configuration options
4. Check availability and offer time slots
5. Confirm the booking details and price
6. Process the booking
7. Confirm the customer will receive an email confirmation

Rescheduling

1. Pull up the existing booking
2. Confirm which booking they want to change
3. Check availability for their preferred new date/time
4. Offer alternatives if preferred time is unavailable
5. Process the reschedule
6. Confirm updated details

Cancellation

1. Pull up the booking
2. Confirm which booking to cancel
3. Explain any applicable cancellation fees
4. Ask for a cancellation reason (optional but encouraged)
5. Process the cancellation
6. Confirm refund timeline if applicable

Complaint or Issue

1. Listen fully without defending
2. Apologize for the inconvenience
3. Document the issue in detail
4. Offer an immediate resolution if within your authority
5. If beyond your authority, escalate (see Escalation Procedures)
6. Confirm next steps and timeline

Closing (Required)

"Is there anything else I can help you with today?"

If no:

"Thank you for calling Otesse, [Customer Name]. Have a great [day/afternoon/evening]!"

After the Call

1. Complete the CRM notes within 2 minutes of hanging up
2. Create any follow-up tasks
3. Process any actions promised (send email, create ticket, etc.)
4. If the call required escalation, submit the escalation immediately