EZO Contact Center

Mastery Plumbing

Answering Service Form

Greeting: “Thank you for calling Mastery Plumbing. How can I help you?”

Never offer free estimates to customers. Mastery Plumbing offers promotions on their website, and 24/7 emergency service. For FAQ Click HERE

The following are qualified as emergencies: | Burst Pipe | Active Water Leak | Sewer Backup | No Water | Gas Leak | Overflowing Toilet | Water Heater Failure Click HERE for Company Contact Information

Agent Script

Agent:
“Thank you for calling Mastery Plumbing. How can I help you?”

(Allow the caller to explain the reason for their call. Fill out form even if call isn’t for service)

Agent:
“I understand. I just need to gather a few details so I can make sure your request gets to the appropriate person.”

Agent Questions:

  • Can you please describe the plumbing issue you’re experiencing? (skip if they already told you)
  • When did the problem begin?
  • Is the water currently shut off?
  • Is there any active flooding or leaking?
  • Is the property currently occupied?

Determine if this is an emergency.

Agent:
“May I have your full name, please?”

“What’s the best phone number to reach you?”

“Do you have an alternate phone number you’d like us to use if needed?”

“May I have your email address?”

“What is the service address?”

“Is there an apartment, suite, or unit number?”

“What city is the property located in?”

“What is the ZIP Code?”

SIGN OFF

If the Call is Not an Emergency

“Thank you. I have all the information I need. I’ll forward your message to the Mastery Plumbing office. A member of their team will return your call on the next business day. Thank you for calling Mastery Plumbing, and have a great day.”

If the Call is an Emergency

“Thank you. I have all the information I need. I’m going to try to transfer you directly to the on-call technician now. If he is unavailable, he will call you back as soon as possible. I’ll also send him your information after the transfer. Take care.”

Immediately transfer call to EXT 118 on Zadarma. 
Learn from them the following: What is the issue at hand? How long has issue existed? Is the water Shut Off? Any flooding? Is property occupied?
The following are qualified as emergencies: Burst Pipe | Active Water Leak | Sewer Backup | No Water | Gas Leak | Overflowing Toilet | Water Heater Failure
ex: 1534 W. Broad St.
ex: Apt #, unit, suite, office, room
ex: Quakertown
ex: 18951
Name of agent that received this call
Date format: mm/dd/yyyy
Time in EST | Format hh:mm pm/am

Company Information

In case of emergencies, call:

  • Primary Contact: Daniel Dunn (CEO/Owner)
    • Phone: 484-966-0709 (Text and call allowed)
  • Secondary Contact: Brent Master
    • Phone: 484-966-0708 (Text and call allowed)

Attempt the primary contact 3 times before moving to the next contact.

Notes: In case of emergencies, agent must collect all information in form and then call emergency contacts. For non-emergency calls, the agent must fill the form and submit.

Frequently Asked Questions (FAQ)

What are your business hours?

Monday – Friday: 7:30 AM – 6:00 PM

Outside of these hours, our after-hours answering service is available to take your call.

What is considered an emergency?

The following situations are treated as emergencies:

  • Burst Pipe
  • Active Water Leak
  • Sewer Backup
  • No Water
  • Gas Leak
  • Overflowing Toilet
  • Water Heater Failure

If your situation is an emergency, the on-call plumbing technician will be notified immediately.

How much is a service call?

  • Standard Service Call: $125
  • Emergency Service Call: $250

The technician will evaluate the issue on-site and discuss any additional costs before work begins.

Do you offer free estimates?

Do not promise free estimates.

Say:

“I’d be happy to note your request. A member of the Mastery Plumbing team will discuss your options with you.”

Do you offer financing?

Yes, financing options are available.

Do you service commercial properties?

Mastery Plumbing primarily services residential customers. Existing commercial customers may still receive service.

Can I schedule an appointment after hours?

The after-hours answering service cannot schedule appointments.

Say:

“I’ll forward your information to the Mastery Plumbing office, and a member of their team will contact you on the next business day.”

Can you give me a quote over the phone?

No.

The technician must evaluate the situation before providing a quote or estimate.

How quickly will someone contact me?

Emergency Calls
The on-call plumbing technician will be notified immediately and will contact you as soon as possible.

Non-Emergency Calls
Your message will be forwarded to the Mastery Plumbing office, and a member of their team will return your call on the next business day.

Are your promotions available after hours?

Current promotions are available on the Mastery Plumbing website. The after-hours answering service cannot authorize or modify promotions.

Can I speak directly with a technician?

For emergency situations, the on-call technician will contact you after your information has been collected.

For non-emergency requests, a member of the office staff will return your call on the next business day.

Agent Reminders

  • Never guarantee arrival times.
  • Never quote repair prices.
  • Never promise free estimates.
  • Never schedule appointments.
  • Always collect complete customer information before ending the call.
  • For emergencies, notify the on-call technician immediately after completing the intake.