Thank you for contacting us. Can I ask who I'm speaking with?
[VISITOR GIVES NAME]
Thank you, [NAME]. To allow the right person to be available for you to discuss your matter in detail, we do recommend you book an appointment.
[PAUSE 10 SECONDS]
Shall I pass your details on to a member of the team to arrange this?
[YES - SCRIPT STEPS]
[VISITOR GIVES NAME]
Thank you, [NAME]. To allow the right person to be available for you to discuss your matter in detail, we do recommend you book an appointment.
[PAUSE 10 SECONDS]
Shall I pass your details on to a member of the team to arrange this?
[YES - SCRIPT STEPS]
[NO - IS THERE ANYTHING ELSE I CAN HELP WITH TODAY?]
[YES - ASSIST FURTHER]
[NO - THANK THEM FOR THEIR TIME]