CSR / Dispatcher

Script an inbound no-heat or no-AC call

  • Est. time saved1 hr once
  • Works withCopilot · ChatGPT · Gemini
  • GroupBook & Do the Work
  • Ref.WO-0022
Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.

When to use it

To build or improve the script your CSRs use for emergency calls.

The prompt

Copy this, then replace everything in [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.

Before / after

Before: CSR reads a price and the caller hangs up.

After (example output):

‘Thanks for calling [Company], this is Jess. I’m sorry your heat’s out. Let’s get you taken care of. First, is anyone in the home elderly, an infant, or medically vulnerable? Do you smell gas? … Our tech can be there between 2 and 4 today. The diagnostic is $89, and it goes toward the repair if you go ahead.’

Tips

  • Ask about vulnerable people first. It sets priority and shows you care.
  • Write scripts once, then practice them. The AI is for drafting, not for live calls.
  • Keep it short. People read texts on a phone in a hot house.
  • Review every draft before you send it. You’re accountable for what goes out.