Week 1-2: Phone Handling Training & Shadowing
Overview
Weeks 1–2 phone training transitions the new office staff member from listener to live caller. By end of Week 2, they are handling basic inbound calls independently with a supervisor available to assist. ## Week 1 — Listening Phase
- Shadow lead CSR (the CSR or designated trainer) for minimum 2 full work days
- Listen to live calls with headset — do not speak to customers yet
- After each call, trainer explains what happened and why
- Track: call types (booking, complaint, reschedule, pricing question), how each was handled
## Phone Call Types to Learn
| Call Type | Expected Response |
|-----------|------------------|
| New customer wanting service | Book the appointment using ServiceTitan Inbound Call Script |
| Existing customer follow-up | Pull up their record, update notes, book or escalate |
| Customer complaint | De-escalation script; escalate to DSR if needed |
| Tech update from field | Record in ServiceTitan job notes; update dispatch board |
| Vendor or supplier call | Route to appropriate staff; take message if unavailable |
## Week 2 — Supervised Call Handling
- New staff member handles calls live with trainer present
- Trainer can step in if the call goes off-script
- After each call: 2-minute debrief
- Minimum 20 calls handled before advancing to unsupervised handling
## Spartan Call Standards
All calls must meet these standards:
- Answer within 3 rings
- Use Spartan's approved greeting: "Thank you for calling Spartan Plumbing, this is [name], how can I help you? "
- Every caller gets a booked appointment or a clear next step before hanging up
- No caller is placed on hold for more than 2 minutes without a check-in
- All call outcomes logged in ServiceTitan
## Completion Criteria
- 20+ supervised calls completed
- Can book an appointment independently in ServiceTitan
- Escalation procedure understood (when to transfer to CSR)
## Related SOPs
- Inbound Call Script (Phase 3)
- Booking Procedure (Phase 3)
- Dispatch SOPs (Phase 3)