Shop Kit · 5 steps

New CSR first week

A call script, confirmation texts and answers for the three calls that rattle new CSRs: no-heat emergencies, price shoppers and the membership offer.

Who it’s for
A new CSR or dispatcher, and whoever is training them.
Time
About 1 hour, spread over the first week
How to use it
Build the phone basics in the order a new CSR meets them. Do one a day and role-play it before going live.

  1. Step 1 of 5

    Script an inbound no-heat or no-AC call

    Day 1. The emergency call comes first because it carries the safety questions.

    CSR / Dispatcher1 hr once

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Write an inbound call script for a [no heat / no AC] call.
Company: [name]; Hours/after-hours fee: [policy]
Diagnostic fee: [$], member pricing: [$]
Questions we need answered: [system age, what it's doing, thermostat, breaker, vulnerable people at home]
Booking: [windows available]

Friendly, calm, quick. Include a safety check (gas smell, CO alarm, elderly/infant in home), simple troubleshooting the homeowner can do (thermostat, breaker, filter), and how to state the fee confidently.

  2. Step 2 of 5

    Write booking confirmation and reminder texts

    Day 2. Every booked call ends with these texts, so set them once.

    CSR / Dispatcher20 min once

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Write 3 texts: booking confirmation, day-before reminder, and tech-on-the-way.
Company: [name]
Details to include: [arrival window, tech first name + photo link, what to expect, how to reschedule]
Tone: [friendly, short]

Each under 300 characters. Use [placeholders] for merge fields.

  3. Step 3 of 5

    Handle a price shopper

    Day 3. The call that makes new CSRs freeze. Practice it out loud.

    CSR / Dispatcher30 min once

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Write a short phone response for price shoppers.
Service asked about: [repair / replacement / drain cleaning]
Our model: [diagnostic fee, flat-rate pricing, free replacement estimate]
Differentiators: [same-day, licensed, warranty, reviews]

Be honest about why we can't quote a repair blind, give a real number where we can (diagnostic fee), and offer to book. Include 2 versions: repair and replacement.

  4. Step 4 of 5

    Offer the membership on the phone

    Day 4. One plain-English sentence about the plan, offered on every call.

    CSR / Dispatcher15 min once

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Write a short, low-pressure membership offer for CSRs.
Membership: [name, price, key benefits: tune-ups, priority, discount, no after-hours fee]
Moment: [booking a tune-up / repair call]

2-3 sentences, mention one benefit that applies to this call, easy to say no to.

  5. Step 5 of 5

    Send a running-late text

    Day 5. Keeps the board calm when the day slips.

    CSR / Dispatcher5 min per text

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Write a running-late text.
Customer first name: [name]; Tech: [first name]
Original window: [time]; New ETA: [time]
Reason: [previous job ran long]
Option: [reschedule link or call]

Under 250 characters, apologetic but brief, real time.

Finished the kit? Browse the other Shop Kits or send us a workflow your shop uses.