[VISITOR STARTS CHAT]

Hi, my name is [OPERATOR FIRST NAME]. Can I help you with anything today?

[VISITOR STATES REQUIREMENT - ICE CLEANING COVER ALMOST ANY TYPE OF CLEANING JOB, SO EVEN IF YOU'RE NOT SURE, TAKE DETAILS]

[IF IT'S AN EMERGENCY]

Don't worry, we can help with this. Please call our 24-hour emergency number - 020 3828 7719. A member of the team will be able to assist you right away.

[IF NOT AN EMERGENCY]

I'm sorry to hear that. 

[FIND OUT MORE ABOUT THE ISSUE. ASK ONE OR TWO OF THE FOLLOWING QUESTIONS AS YOU FEEL IS APPROPRIATE]

How bad is the issue?

Is the issue in 1 room or more?

Does the issue effect 1 building or more?

Is the situation dangerous/hazardous?

Is the situation an emergency?

[VISITOR ANSWERS QUESTIONS]

Thanks for giving me that information. So I can get a member of the team to contact you right away to discuss how we can help, could I take your name, telephone number and email address?

[VISITOR GIVES NAME & CONTACT DETAILS - TELEPHONE NUMBER IS REQUIRED]

Thanks [VISITOR FIRST NAME]. Could you also tell me your location?

[VISITOR GIVES LOCATION]

Thanks [VISITOR FIRST NAME]. We’ll be in touch via telephone asap. [IF THEY ONLY GIVE EMAIL ADDRESS, ASK FOR TELEPHONE NUMBER AGAIN]

[VISITOR SAYS THANKS/CONFIRMS]

You’re welcome. Thanks for visiting!

Response times

[IF BETWEEN 7AM -10PM MONDAY TO SUNDAY]

We will respond to all enquiries on the same day, usually within an hour.

[IF BEFORE 7AM OR AFTER 10PM MONDAY TO SUNDAY]

We will respond as soon as possible, usually within a matter of hours. If you have an emergency and need help right now, please call 020 3828 7719, as this line is available 24/7.