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Appliance repair phone script template (copy and paste)

InfiVoice ยท 2026-11-14

Appliance repair calls come in while your technician is under a sink or behind a fridge. One caller has a washer that will not drain. Another smells something burning from an oven. Another wants to know if a ten year old dryer is worth fixing. The person answering has to sort them in the first minute, collect the model and the symptoms your technician needs, and avoid promising a price or a part they have not confirmed. A written script does that on every call. Copy the one below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Your service area, your hours, which appliances and brands you repair, whether you work on residential, commercial or both, how you charge for a diagnostic visit, and how after-hours calls work.

Keep two rules at the top. Never quote a repair price or promise a part from a description alone, and never promise an arrival time you have not confirmed. Write your own policy for both and follow it on every call.

1. Greeting

> "Thank you for calling [Company Name], this is [Name]. Are you calling about a repair, or is something unsafe happening right now?"

After hours, say so and stay useful.

> "Thank you for calling [Company Name]. Our office is closed, but I can take your details and pass them to our team. Is anything unsafe happening right now?"

Use only lines that are true for your company. If you do not take urgent calls after hours, say when you reopen.

2. Safety and urgency first

> "Do you smell gas, see smoke or sparks, or smell something burning?"

> "Is there water leaking onto the floor or near electrical outlets?"

> "Is anyone hurt?"

If there is a gas smell, smoke, fire, sparks or an injury, the person answering tells the caller to leave the area and call 911 or the gas utility emergency line right away. Do not give any advice on gas, electricity or the appliance over the phone.

> "Please step away from the appliance, get everyone out if you smell gas, and call 911 now. I am letting our team know so we can follow up."

For a flood from a supply line or a machine, tell the caller your team will call back as fast as they can and take the details. Do not walk them through repairs.

3. Contact and location

Get this early in case the call drops.

> "What is the best number to reach you?"

> "What is your name and the address for the service?"

> "Are you the owner, a tenant or a landlord?"

4. The appliance

> "Which appliance is it? Washer, dryer, fridge, oven, dishwasher, something else?"

> "What is the brand, and do you know the model number? It is usually on a sticker inside the door or on the back."

> "Roughly how old is it?"

> "Is it still under a warranty, if you know?"

5. The problem

> "What is it doing, or not doing?"

> "When did it start? Did anything happen just before, like a power cut or a move?"

> "Are there any error codes on the display?"

> "Has anyone worked on it before?"

Write down the caller's own words. Your technician diagnoses, not the person on the phone.

6. Timing and access

> "Is the appliance in use every day, for example the only fridge in the house?"

> "When is someone home to let the technician in?"

> "Is there parking, a gate code or a pet we should know about?"

Do not promise an arrival time. Say the team will confirm the window.

7. Book the visit

> "Our technician can come and take a look. I have [day] at [time] or [day] at [time]. Which works better?"

> "Please clear some space around the appliance if you can."

Confirm the address and the callback number.

8. Price and repair questions

> "It depends on what is wrong and which part it needs, so the technician checks it first. I can book that visit now."

> "Whether it is worth repairing is something the technician can talk through with you after looking at it."

Quote only from your approved price list for set fees. Never promise a total or a part by phone.

9. Existing customers

> "Of course. What is your name and the address?"

> "I will pass this to [Name] and they will call you back by [time]. Is this number good?"

10. Goodbye

> "Thank you, [Name]. You are booked for [day] at [time] at [address]. If anything changes before then, call us at [number], and if you smell gas or see smoke, call 911."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your technician is on a job, in the evening and on weekends.

Start with the call flow. Paste the greeting, then add the questions in order: safety and urgency, contact and location, the appliance, the problem, timing and access, visit booking. Set the danger signs as a branch that tells the caller to leave the area and call 911, and sends a message to your on-call person.

Then add a knowledge base with your services, brands, service area, hours and visit process. InfiVoice answers from that content instead of guessing. Connect your calendar so visits land in the right slot.

Finally, test by calling it. Try a caller with a washer that will not drain, one who smells burning, one asking for a price, one asking whether an old dryer is worth fixing and a customer checking on a scheduled visit. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a receptionist ask when someone calls an appliance repair company?

Whether there is any danger, the address, a callback number, which appliance it is, the brand and model, what it is doing, when it started and when someone is home. Then book a visit.

Should I quote a repair price on the phone?

Quote only from your approved price list for set fees. For everything else, say the technician needs to check it first and book that visit.

Can an AI voice agent handle an urgent appliance call?

It can ask the safety questions, tell the caller to leave the area and call 911 when there is danger, collect the address and details, and send a message to your on-call person. Decide in advance who takes those calls.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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