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Greetings/Telephone Etiquette and Scripts

How to answer the phone, handle holds and callbacks, greet guests in reception, and schedule a tour or evaluation.

Purpose

A phone rings, or a guest walks through the door with a dog on leash. Either way, the person on the other end is deciding, in the first few seconds, whether this is a business they trust with their dog. This SOP covers how to answer a phone call, put someone on hold, handle a callback, greet and see off a guest in reception, and gather the right information when scheduling a tour or evaluation. It does not cover the equipment or program details a caller might ask about; for that, see Training Services: Training Programs.

At a Glance

  • Take a breath and collect yourself before answering; a hurried tone turns off a caller before the conversation even starts.
  • Give the caller your full attention. Don't multitask through a call.
  • Ask before putting anyone on hold, and thank them for holding when you pick back up.
  • If you can't answer a question on the spot, get the best callback number and call back yourself. Never ask a client to call you back.
  • Welcome guests warmly on arrival and departure; reception is where guests see the school at its best, so move any internal problem-solving out of that space.
  • Pre-qualify a caller for Daycare or All Day Play before booking an evaluation, so no one shows up only to learn their dog won't qualify for group play.

Steps

Answering the Phone

  1. Take a moment to collect yourself before you pick up. A hurried tone reads as untrustworthy in a business built on trust.
  2. Answer with the standard greeting: "Thanks for calling Partners Dog Training, this is [your name]. How may I help you?"
  3. Give the caller your full attention for the length of the call.

Putting a Caller on Hold

  1. Ask politely if the caller minds holding before you put them on hold.
  2. Get back to them as soon as you can. Don't leave anyone on hold longer than necessary.
  3. Thank them for holding as soon as you pick back up.

When You Can't Answer a Question

  1. Tell the client you'll call them back once you can help them properly, rather than guessing or leaving them with an incomplete answer.
  2. Ask for the best number to reach them, and write it down before you hang up.
  3. Call them back as soon as you can. Never ask a client to call you back; it's your job to close the loop.

Reception Greetings

  1. Use the standard greeting at the front desk too: "Thanks for calling Partners Dog School, this is [your name], how may I help you?"
  2. Thank guests for coming in and bringing their dog, both on arrival and on departure. A simple "Have a great day!" (or weekend, or trip) goes a long way.
  3. Treat reception as the school's stage: every conversation there should stay positive and professional, because a guest can walk in at any moment.
  4. If an internal issue needs solving, step away and work through it in another area of the school, not in reception.

Scheduling a Tour or Evaluation

  1. Give the caller everything they need to book: hours and days tours run, rates for their dog and the services they want, and available appointment times.
  2. Mention that walk-in tours are available, but that scheduling ahead is preferred so there's time to answer questions and cover everything the client needs.
  3. If the caller wants Daycare or All Day Play, pre-qualify them before booking an evaluation. Don't rely on them having read the website; many owners miss the requirements listed there.
  4. Walk them through how the dog evaluation process works, age and breed restrictions, and the vaccinations and paperwork required: rabies, DHPP/DAPP, and Bordetella. Canine Influenza and Leptospirosis are not required.
  5. Confirm what skills the dog will need to pass the evaluation (dog-dog interactions and similar) so there are no surprises when they arrive.

Phone and Email Scripts

  1. For word-for-word phone and email scripts, or tour talking points, use the shared scripts document.
  2. For anything reservation-specific beyond the general greeting and scheduling steps here, follow your receptionist or sales training protocols.

Edge Cases

How do I document a callback I owe a client I couldn't help right away?

Write down the callback number and what they needed before you hang up, and treat it the same as any other task on your list. Call back yourself as soon as you're able; don't wait for them to follow up.

What if a client wants to book a Daycare evaluation but hasn't mentioned vaccination status?

Ask directly before you book. Confirming vaccinations and paperwork requirements up front avoids a wasted trip if the dog isn't ready.

What if an internal question comes up while I'm at the front desk with a guest present?

Step away from reception to sort it out. A guest can walk in or overhear at any moment, so keep anything other than a positive, professional exchange out of that space.

Who to Ask

If a scheduling question goes beyond what's covered here, follow your receptionist or sales training protocols, or ask a manager. For program and camp specifics a caller might ask about, see Training Services: Training Programs.