Put approved pricing in Pricing and fees
State which numbers the agent may quote and what those numbers include. Distinguish a service-call or diagnostic fee from the eventual repair price. Explain when an estimate requires an on-site visit and whether a fee can be credited toward work. Include exceptions your CSRs actually use, rather than a blanket promise.
For a limited promotion, record the approved eligibility and expiration. Remove expired language. Do not tell the agent to negotiate, invent a discount or imply financing approval. It can explain the process you authorize without deciding a customer's eligibility.
Define the booking path
In Booking policy, explain the information needed to proceed, the service types that need office review, how appointment windows should be described and the fallback when no supported slot is available. Appointment confirmation must come from the connected workflow, not the knowledge text.
Keep these terms separate: a preferred time is a request; an unscheduled job is not an appointment; and a saved lead is not a scheduled visit. Only tell the caller they are booked after the system has confirmed the appropriate result.
Collect the service need and the required customer and location details. Explain approved fees before asking the caller to commit. Offer only availability returned by the configured booking workflow. Read back the selected appointment details and obtain the required confirmation. When booking cannot be completed, save the request and explain [your approved office follow-up process].Replace bracketed placeholders with your approved business information.
Handle uncertainty without restarting the whole call
If the caller asks how scheduling works, answer the process question before continuing the next missing intake detail. If they correct an address or change a service, use the corrected information. A question, silence or an ambiguous “okay” is not a reason to assume authorization for a new business action.
If a CRM response is unclear, inspect the saved call and external record before manually creating another job. A duplicate appointment is a worse outcome than an honest, clearly assigned follow-up.
Define exceptions and escalation
Explain when to involve your team: an existing appointment dispute, billing concern, unsupported job type, missing availability, sensitive account request or explicit request for a person. State what the agent can capture without promising a refund, cancellation, credit or technician dispatch.
Put immediate-danger instructions and the human path ahead of ordinary sales intake. The agent is not an emergency service. Use your approved safety wording and direct immediate danger to the appropriate emergency services; do not use the policy to give hazardous repair instructions.
Review with the office
Have a dispatcher read the policy as if it were spoken to a customer. Test the advertised fee, a fee objection, a same-day request, a fully booked period and an estimate-versus-repair question. Check the record for the agreed next step and the office's follow-up responsibility.