Alternatives to Script Questions

Alternatives to Script Questions

LiP TiPs

Tip

Sometimes callers feel like they are REQUIRED to provide an alternate number. Adding that second part usually leads to a, "yes, that's the best number".

"Do you have any alternate phone numbers where we can reach you, or is the one you provided the best one?"

Alternative Phone Number

feel free to reach out to a team lead for any questions or suggestions!

Be yourself, speak naturally, and most of all, be Professional with Legendary Empathy

R E M E M B E R

"Was surgery required at all?"

— For further probing:

"...and what injuries did you sustain?"

— If not specified previously:

— If not obvious:

I N J U R I E S

"Did you sustain any injuries?"

Alternatives

For Auto Accidents:

Only The Specifics

Alternatives

"How exactly did the accident happen?" "Were you rear ended or side swiped?"

• Try to avoid giving the potential client an opportunity to provide any unnecessary details. Remember, Closed Ended Questions are key in Call Control.

If the caller states they are calling from an Insurance company, simply confirm the information rather than asking, "Are you a current client?". Ex. " You're calling from Geico and are not a current client, correct?".

New Case, Existing client, or Insurance?

• Have you spoken to anyone at our office, or is this your first time calling?

Alternatives

• "Is this your first time speaking with anyone at our office?"

The Introduction

• Are you calling about a new case?
• Are you calling in regards to a new case?

Unless it is a specific script, you can continue with any of the following:

Thank you for calling "Firm Name", this is "Lluvia".

An alternative to the typical intro can go something like:

Tips

The Intake Specialist

Alternative

I’m the intake specialist, I’m here to gather some details about your situation so we can get you some help.

• Let it flow and come out naturally
• Say it as you would to someone in person rather than reading it word for word.
• After a few calls and practice, you will get the hang of it

Remember to choose the correct box.

keep it simple

• "When did this happen?"

• "What is the exact date of the accident?"

Alternatives

DATE of Incident