CSR / Dispatcher

Follow up on missed and unbooked calls

  • Est. time saved15 min per day
  • Works withCopilot · ChatGPT · Gemini
  • GroupBook & Do the Work
  • Ref.WO-0082

Part of kit: Call audit (step 2 of 6)

Related calculator: Missed-call revenue

Printable: CSR call scorecard

Never paste: Customer phone numbers, addresses, emails or last names, card numbers, gate/lockbox/alarm codes, or techs' personal phone numbers. Use first names only.

When to use it

First thing in the morning, with the callback list from the daily call audit, or any time you have calls that rang out or didn’t book. You get a text, a call-back opener and a voicemail for each caller, written to answer the reason they didn’t book.

The prompt

Copy this, then replace everything in [brackets].

Write follow-ups for callers we missed or didn't book at our [HVAC / plumbing / electrical] shop.
Company: [name]
Callers to follow up: [paste the callback list: first name, time they called, what they needed, why they didn't book]
Openings we can offer: [today and tomorrow time windows]
Price facts we can share: [diagnostic or trip fee, what it covers, any current offer]
Sign off as: [your first name]

For each caller give me:
1. A text under 300 characters. If the call never connected, open with "Sorry we missed your call." Name a real opening from my list.
2. A call-back opener, 2 or 3 sentences, that answers the reason they didn't book. Price: give the real number and what it covers. Wanted sooner: offer the earliest opening first. Just shopping: offer to answer one question, no pressure.
3. A voicemail under 20 seconds.
4. When to stop: after one text and one call with no reply, mark it closed.

Rules: No fake urgency, no "limited time" unless I listed a real offer, and stop if they ask us to.

Before / after

Before: The voicemail sits until someone remembers it on Thursday.

After (example output):

Text: “Hi Maria, it’s Jen at Ace Plumbing & Air. Sorry we missed your call yesterday about the leaking water heater. We can be there today 10 to 12 or 2 to 4. Want one of those?”
Call-back: “Hi Maria, Jen from Ace. You called about the water heater. If it’s still leaking, I can get a plumber there between 10 and 12 today. The visit is $89 and that goes toward the repair.”
Voicemail: “Hi Maria, Jen at Ace Plumbing & Air about your water heater. I’m holding a 10 to 12 window today. Call or text us back at this number.”

Tips

  • Call back the highest-dollar misses first. The daily audit ranks them for you.
  • Only text people who called you about service, and stop if they ask.
  • Log every follow-up in your FSM so the next CSR doesn’t call them twice.
  • Review every draft before you send it. You’re accountable for what goes out.