Call handling instructions ensure consistent and professional communication with your customers. Here are some best practices to help you craft effective scripts:
Set Clear Expectations
- Provide direct, actionable instructions for receptionists.
- Avoid vague language—be specific about what you want done in each scenario.
- Give realistic expectations to the caller about next steps (e.g., inform them they’ll receive a return call in 24-48 hours).
Consider the 'Unhappy Path'
- Think about scenarios outside of typical calls. For example, what if a vendor calls about an order, or someone asks about employment opportunities? Provide instructions for handling unexpected inquiries.
- Consider handling calls where your usual services cannot be provided (e.g., same-day appointments). Should receptionists attempt to make accommodations or simply apologize and explain your policies? Clear guidance on these scenarios will ensure a smooth experience for your callers.
Keep It Conversational
- Write in a friendly, natural tone to make conversations feel approachable, not robotic.
- Read your scripts aloud to ensure they sound engaging.
Prioritize Essential Information
- Focus on gathering key information from callers.
- Avoid overwhelming them with too many questions or unnecessary details.
Customize for Your Business
- Tailor your script to reflect your business's specific needs.
- Include special instructions for handling different types of calls (e.g., VIPs, emergencies).
- Provide PATLive with your company information to ensure our team sounds like an extension of yours.
Test and Refine
- Regularly review and update your call handling instructions.
- Allow flexibility in your script as your business evolves.
Setting Up Your Script
- Schedule a free onboarding session to set up your call handling instructions with a specialist who can guide you through the process, and offer suggestions.
Additional Tips
- If using external CRMs, provide detailed instructions for accuracy.
- Include office hours and note if new and existing client hours differ.
- Test and update your script as needed—it's never set in stone, and updates are usually completed within 24 hours.
- Keep scripts concise. Asking too many questions can deter callers.