Opening
"Hello, this is _________ with Guinco Service. I am calling in regards to your ___________"
(Insert appliance type and brand, ex. Maytag washer)
"I am just needing to verify some information for your appointment."
Primary Contact
"We show the primary contact name as ___________."
(First and last name; make sure we have correct spelling.)
Phone Numbers
If only one number is on file:
"The number I am calling you on is showing as the only number. Did you want to add a secondary number?"
or, if a secondary number is on file:
"I am showing XXX-XXX-XXXX as the primary number and XXX-XXX-XXXX as the secondary. Is this information correct?"
Address
"I see your address is _____________."
State the entire address, including city, state, and zip code. Example: "1322 SpongeBob, Dallas, TX 76036." Make sure to ask:
- "Is it just SpongeBob, or is it Street, Ave, Way, Lane, Drive, etc.?"
- Confirm direction (N, NW, SW, E, etc.).
If we do not have an email on file:
"We are a paperless company and we send out our receipts via email. May I please have your email address?"
If we do have an email address on file:
"I see your email address is xxxxxxxxxxxxxxx. Is this correct?"
If yes: leave contact information as is.
If no: "Is this a business or a landlord/tenant situation?" (See related articles for Business / Landlord scripts.)
Appliance
"I see your appliance is ________."
(Brand and type.) After stating the issue provided on the work order, ask probing questions to get more detail so pre-screening can order any possible parts to send out with our technician.
Scheduling Window
"We have you on the schedule for _______________. What we do is schedule in a 2-3 hour window based on the route for the day."
"What I would like to do is send you an email this afternoon / business day prior with your time frame, and a picture and profile of the technician that will be coming to your home."
At this point try to capture the email address. If no email is given, let them know we will send an automated call to the primary number. Update the phone number if needed and add RoboTo for automated call, or TxtTo if they prefer a text message.
"However, we will prefer an email first and an automatic call second."
"The day of service, the technician will send you a text / auto call to let you know when they are on their way. They can arrive anytime in that time window, so just be ready."
Our system can email multiple email addresses, but can only call or text one single number.
Special Instructions
"Any special instructions for the technician?"
Good time to add an attention note for: call to meet, gate codes, driving instructions, business hours, dogs, etc.
Closing
"Okay, well we are all set. I have you confirmed for __________ (state the date). Watch for the email the business day before (or call or text depending on which one they want). Is there anything else I can help you with today or any other questions you may have? Great, thank you for your time, have a wonderful day!"
