This checklist is a starting point. Adapt it to your trade, service territory, calendar, and safety procedures before anyone uses it with callers.
Who is calling?
Get the caller's name, callback number, and relationship to the property. Confirm the best way and time to reach them.
Where is the work?
Record the full service address, town, and any access details. Check that the location falls within your service area before suggesting a time.
What happened?
Ask the caller to describe the problem in their own words. Note the affected equipment or area and whether this is a new job or an existing one. Avoid diagnosing it by phone.
When do they need help?
Capture the requested timing and any reported urgency. Apply your company's escalation rules instead of promising an emergency response the schedule cannot support.
What is the next step?
Confirm whether you scheduled an approved appointment, sent the details for review, or arranged a callback. Repeat the agreed next step to the caller.
Example: a new plumbing repair call
Record: caller and callback number; service address; the caller's description of the leak; when it started; requested timing; and any access constraints. Then follow the plumber's approved process for scheduling or escalation. The person answering should not diagnose the problem or promise a technician before availability is confirmed.
Make the handoff usable
A note that says “customer needs service” leaves the next person starting over. A useful handoff identifies the job type, location, reported problem, timing, contact details, and the step already taken. If a call needs escalation, include who was notified and when.
Front Desk Solutions builds this kind of intake around each client's approved rules. See how that works for plumbing, HVAC, or electrical companies.
Discuss your call workflow