Phone scripts

[powerslave]

How did some of you guys come up with your phone scripts? I've seen some training products offered on the internet. Specifically this one. Has anyone tried any? Any to recommend?

 

[Rewire]

SASE may I help you.. now that was easy.
Yes, we can do that.....not hard
What time would be most convienient...so easy
May I have your address and phone #.....another winner
The service van will be there....I like it
Thank you for calling SASE...and thats a rap

 

[BryanMD]

The nature of the 'script" will be DIRECTLY dependent on how knowledgable, experienced and trusted the person taking the call is. If the call taker is a low level CSR drone... who is unable to ask the basic questions of the customer (which can be like pulling teeth) to determine what the nature of the call *really* is about then they won't be useful for more than as an answering service.

 

[bradleyelectric]

The nature of the 'script" will be DIRECTLY dependent on how knowledgable, experienced and trusted the person taking the call is. If the call taker is a low level CSR drone... who is unable to ask the basic questions of the customer (which can be like pulling teeth) to determine what the nature of the call *really* is about then they won't be useful for more than as an answering service.

That is the a main reason for a script. It is to give a professional impression when they call. Another reason is your customers know you by who you are and what you do. If they are comfortable with you they will get that comfortable feeling when they hear your script each time. Thwy will know they can expect the same professional experience each time they call.

 

[BryanMD]

That is the a main reason for a script. It is to give a professional impression when they call. Another reason is your customers know you by who you are and what you do. If they are comfortable with you they will get that comfortable feeling when they hear your script each time. Thwy will know they can expect the same professional experience each time they call.

This raises a question that I don't see addressed much here.

In large metropolitan areas (not small towns) just how frequently are you getting calls from the same homeowner?

In my experience, there are very few homes that need an electrician more than once every 10 years or so... and that is usually related to other work (remodel, redecorating, etc) being done and not so much an actual "repair". So just how much "repeat" business can a resi service company expect? Surely not enough that they would be familiar with the script.

I used to take these calls and dispatch up to 8 mechanics (and did so pretty well) but the work was ALL commercial equipment.

 

[220/221]

We keep it simple.


Name of business ,this is name



PS. We have a fictitious "Frank" who has his own voicemail. We send solicitors to Frank. It's funny as heck when people stop in and say "Frank told me to come by".

 

[Rewire]

My office manager is my call screener she is always "paging" me out in the warehouse and for some reasson I am never their.

 

[bradleyelectric]

In large metropolitan areas (not small towns) just how frequently are you getting calls from the same homeowner?

In my experience, there are very few homes that need an electrician more than once every 10 years or so... and that is usually related to other work (remodel, redecorating, etc) being done and not so much an actual "repair". So just how much "repeat" business can a resi service company expect? Surely not enough that they would be familiar with the script.

I'm suburban and don't do just residential service, so I'm not qualified to answer first hand about frequency of urban residential repeat calls, though I've been told it averages once every 3 years. I have had the same residential customer 3 times in the same year for small jobs. This has happened more than 1 time and is usually new homeowners doing a small project at a time. Each trip may be for 3 small things.

 

[aline]

SASE may I help you.. now that was easy.
Yes, we can do that.....not hard
What time would be most convienient...so easy
May I have your address and phone #.....another winner
The service van will be there....I like it
Thank you for calling SASE...and thats a rap

How about "May I ask where you heard about us from." so you can track the return on your advertising investments.
If you don't know how they got your number how do you know what advertising is working for you and what is not?

Did they find you in the phone book?
If so which one?
Did they find you on the internet?
Did they see your trucks on the road?
Did they get your business card from somewhere?

 

[Mule]

My land line rolls directly to my cell phone, so I take calls on the fly. If I happen to miss one, I do have script that I did myself, and in general it tells the customer that they have reached the mobile service of bla bla electric and we are thankfull for their call, and I will call them back in one hour or less, most likely a few minutes....that gives me some time if I'm up to my elbows in something...............I do have one regular customer that is very impatient and hates waiting on that voice mail message, tells me it makes him want to hang up.....I just told him dont leave a message, I'll see that I have a missed call, and call you.

 

[jmsbrush]

We keep it simple.


Name of business ,this is name



PS. We have a fictitious "Frank" who has his own voicemail. We send solicitors to Frank. It's funny as heck when people stop in and say "Frank told me to come by".

LMAO X2. Too funny

 

[LarryFine]

SASE may I help you.. now that was easy.
Yes, we can do that.....not hard
What time would be most convienient...so easy
May I have your address and phone #.....another winner
The service van will be there....I like it
Thank you for calling SASE...and thats a rap

Wow! What a rap artist!

 

[smo]

We keep it simple.


Name of business ,this is name



PS. We have a fictitious "Frank" who has his own voicemail. We send solicitors to Frank. It's funny as heck when people stop in and say "Frank told me to come by".

I have a "Reggie" who has this job. I've setup his voicemail to automatically erase a message immediatley after it is left. Our phone-answer's love to get sales calls to send to Reggie...knowing they are just wasting their time even leaving a message.

I've never had anyone stop by and use Reggie as a reference yet though...
:grin:

 

[Rewire]

How about "May I ask where you heard about us from." so you can track the return on your advertising investments.
If you don't know how they got your number how do you know what advertising is working for you and what is not?

Did they find you in the phone book?
If so which one?
Did they find you on the internet?
Did they see your trucks on the road?
Did they get your business card from somewhere?

We do this on the completed work order form the tech fills out at the job this is then used to track both were the work is coming from but we can see how much revenue each medium is producing so we can track which is the best value.