We are not bound by scripts here at Message Takers, but we do keep common questions in mind to ensure we collect all relevant information from each caller. We find that we keep a ‘mind map’ for each client and this helps us to manage every call professionally and totally unscripted, in short we sound natural.
The most basic questions are on cue, because for every call we need to collect the caller’s name, company name and telephone number. These details stay with us and if we’re simply taking a message, we’ll collect these three details and also a clear and concise message from the caller to pass onto the client.
If we’re booking appointments on behalf of a client, we are methodical about the collection of details. In addition to the three questions above, we may collect the caller’s postal address, because our client maybe visiting their home or for if it is a callers first appointment. We’d also need to collect relevant information about the appointment. For example, if it’s for pest control, we’d need to ask the caller what pest they’ve found (rat, mouse, wasp, bee, flea, bed bug etc.) and where this pest is within their property. For a beauty therapist, we’d need to ask a caller what treatment they’re having (botox, microdermabrasion, lip filler etc.).
It’s now also becoming more common for our clients to ask us to collect email addresses from their callers. For some, this is vital, because they are receiving calls from across the world and there are often language barriers, so contact via email is imperative for them. For others it’s for marketing purposes, so that they can keep clients informed of new products and services.
It sounds very complicated as I type, but each day we find that we work through each call and successfully collect information, book appointments, handle enquiries about anything from incontinence products to building work or beauty and skincare to rats and mice. Each customer has different requirements, but we naturally develop simple mind maps for questioning callers and as a back up our computer system is also on hand to assist. The important aspect of each and every call is that we do not sound scripted and can handle each enquiry with total professionalism.
Do call us for assistance with call handling on 01858 439000