Inbound Call Handling Script

Purpose

Provides the standard call flow for CSRs handling inbound calls at Spartan Plumbing so every customer receives a consistent, professional experience.

When to Use

Every inbound call — service requests, inquiries, follow-ups, and general questions.

Procedure

Opening (First 10 seconds)

Answer within 3 rings.

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

Smile when you answer — customers can hear it in your voice.

Identify the Caller's Need

Let the customer describe their problem. Listen actively — don't interrupt.

Ask clarifying questions: "Can you tell me a bit more about what's going on?"

Determine the type of call:

- Service request: Needs a tech dispatched.

- Estimate/sales inquiry: Needs an appointment booked.

- Existing job follow-up: Transfer or look up their job.

- Billing/payment question: Transfer to billing or handle directly.

- Emergency: Triage immediately (see Emergency Call Triage).

For Service Requests — Booking the Call

Search for the customer in ServiceTitan by phone number or address.

If existing customer: "Great, I see you've been with us before!" Review their history briefly.

If new customer: Collect full information — name, address, phone, email.

Confirm the service address: "And this work would be at [address], correct?"

Document the issue in the job description: "Tell me exactly what's happening so I can make sure our tech comes prepared."

Set expectations for the visit:

- "Our technician will give you a call about 20-30 minutes before they arrive."

- "They'll diagnose the issue and give you all your options with pricing before doing any work."

- Dispatch fee (if applicable): "There is a $[X] dispatch fee that covers the technician coming out and diagnosing the problem. That fee is waived if you proceed with any work."

Pricing Questions — "Which Way 2 Go" Script

When customers ask for pricing over the phone:

• "I completely understand wanting to know costs upfront. Because every home's plumbing is different, the best thing we can do is get our technician out to take a look. They'll give you all your options with exact pricing before doing any work. Let's go ahead and get you on our schedule."
• Never quote specific prices over the phone — every job is unique and requires on-site diagnosis.

Wrapping Up

Confirm the appointment: "So I have you booked for [date/time window]. Our tech will call you 20-30 minutes before arrival."

Verify contact info: "Is [phone number] the best number to reach you?"

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

"Thank you for choosing Spartan Plumbing, [Name]. We'll take great care of you!"

Important Notes

• Pace yourself — speak clearly and at a comfortable speed. Don't rush.
• If you don't know the answer, say so: "Let me find that out for you" — then follow through.
• Log every call in ServiceTitan — even if it doesn't result in a booking.
• If the caller is upset, use the de-escalation approach from Difficult Conversations & De-Escalation.

Related SOPs

• Service Call Booking Procedure — detailed booking steps
• Emergency Call Triage & Prioritization — handling emergencies
• After-Hours Call Handling — calls outside business hours