Toolboxplaybook-back-btn Playbookplaybook-back-btn Chapter 8

CHAPTER 8

Call Center Practices

CSRs are the first contact customers have with service companies, and their ability to gather information, empathize with clients and book calls can make or break a business. Spend time training and nurturing those important voices.

SECTION 2 OF 4

Call Scripts and Greetings

To ensure your CSRs are focused on listening to your customers, showing empathy and providing reassurances, you will want to make sure your system is set up in a way that prompts them with the information they need to provide and gather, as opposed to the CSR trying to remember what to ask or how to phrase things. 

ServiceTitan can ensure an automated and sophisticated scripting experience via PhonesPro, where real-time suggestions are based on the conversation and sentiment analysis and can change the call booking interaction for customers. 

Plus, every call is transcribed, making CSR coaching easier and more efficient. 

With or without PhonesPro, ServiceTitan prompts for custom data fields on every call, standardizing the information requested based on the job type. 

Examples of common scripts include ways to open calls, gather information, set expectations, educate about memberships or other common information, and closing the call. 

For example:

  • Opening: “Thank you for calling Titan Home Electrical, How can we make your day brighter?”

  • Gather system information: “Tell me what’s going on. How long has that been happening? Can you tell me more about the situation? What is the age of the home?” Find out as much information as you can about the system so that you can have accurate notes for your technician, and so that you can schedule the call with the right technician who has the qualifications needed for the job. 

  • Gather client information: “Who do I have the pleasure of speaking with? Are you the owner of the property? What is the work location? Who is responsible for payment?” CSRs must gather pertinent information about the customer to ensure accuracy for the customer’s location, as well as billing information. 

  • Set expectations: “NAME, I just wanted to go over what to expect, while we’re en route you will receive a notification with a technician bio as well as link to track the technician on the way to your home. It is important to us that we do a quality and thorough job so our technician will be doing a comprehensive evaluation and will provide you with a detailed report on any issues or opportunities that may exist in your home. Don’t be afraid to really share any issues or concerns with your technician, he’s already on site so if you think of any questions or additional things for him to check out, please be sure to let him know.”

  • Membership program pitch: “To ensure you are getting the most from our company we offer a club program where for just ($XX) a month we will come out to do a full annual electrical safety inspection as well as change your smoke detector and carbon monoxide batteries, you will also save 10% on today’s service, can I get that membership set up for you?”

  • Closing: “Thank you NAME we will see you at ADDRESS, DAY TIME to JOB TYPE.” It is important to create clarity and check for understanding by restating the above information. 

Throughout the call booking process, the CSR should also look for opportunities to make connections with the customer, show empathy, and validate their concerns. It is the perfect time to build value, and create a relationship of trust built on positive emotions and gratitude.

Go to Section 3: Required Information