Script steps

[VISITOR STARTS CHAT]

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

[IF NOT ALREADY PROVIDED]

Can you tell me a little about your enquiry?

[VISITOR STATES REQUIREMENT - NEW ENQUIRY (SEE POINT 2 BELOW FOR EXISTING CLIENTS)]

Thanks. Could I please confirm which office is best for you to speak with? We have offices in Hanley, Stoke-on-Trent, Newcastle-under-Lyme, Leek, and Sandbach.

[VISITOR CONFIRMS OFFICE]

[1a. IF NEW ENQUIRY IS REGARDING CONVEYANCING ALSO ASK 1a, 1b & 1c.]

Thanks. Is this in relation to a purchase, sale or remortgage?

[1b. IF SALE, RE-MORTGAGE AND TRANSFER OF EQUITY]

Thanks. Could I note the name of the person who owns the property?

[1c. VISITOR CONFIRMS OWNER]

OK. Could I also note the address of the property and the property price?

[1d. IF NEW ENQUIRY IS REGARDING PERSONAL INJURY ALSO ASK]

Could I take a brief description of how and when the accident happened, along with what injuries were sustained, please?

[VISITOR CONFIRMS DETAILS]

OK. So I can get a member of the team to contact you, could I take your name, email address, and telephone number?

[VISITOR GIVES NAME & CONTACT DETAILS]

Thanks for giving me all that information, [VISITOR FIRST NAME]. When would be best to contact you?

[VISITOR GIVES BEST TIME]

Thank you for confirming. We’ll do our best to contact you at that time.

[VISITOR SAYS THANKS/CONFIRMS]

You’re welcome. Thanks for visiting!

[2. VISITOR STATES REQUIREMENT - EXISTING CLIENT]

Thanks. Can you confirm which office you are dealing with, please?

[VISITOR CONFIRMS OFFICE]

Great! Do you possibly have your reference number to hand?

[VISITOR CONFIRMS REFERENCE NUMBER]

Thank you. So I can get a member of the team to contact you, could I take your name, email address, and telephone number?