Sort the enquiries.
Nine messages have come in. Part of great service is getting each to the right place fast. Sort every enquiry into urgent (deal with now), book it (arrange a visit) or pass on (another team) — then see how you did.
UrgentDeal with it right now
Book itArrange a visit or slot
Pass onAnother team’s job
Sorted 0 / 9
“I can smell gas in the kitchen!”
Urgent. Urgent — a gas smell is an emergency. Act now and follow the safety steps, don’t book it for next week.
“My boiler’s leaking water onto the floor.”
Urgent. Urgent — active water damage needs a fast response before it gets worse.
“No heating or hot water and I’ve a newborn at home.”
Urgent. Urgent — vulnerable household with no heating is a priority, not a routine booking.
“I’d like to book my annual boiler service.”
Book it. Book it — routine and planned. Find a slot that suits them.
“Can someone quote to add a radiator in the spare room?”
Book it. Book it — arrange a visit to quote. No rush, but get it in the diary.
“I’d like a bathroom refit sometime in the spring.”
Book it. Book it — a future job to plan and schedule, not an emergency.
“I’ve a question about my invoice / VAT.”
Pass on. Pass on — that’s one for the accounts team. Hand it over (warmly), don’t guess.
“I’m a supplier chasing a purchase order.”
Pass on. Pass on — a supplier query belongs with buying/finance, not customer care.
“Do you have any apprenticeship vacancies?”
Pass on. Pass on — that’s one for HR / the Academy. Point them the right way.
0/9
Routed them all?
Sort all nine and check your answers, then mark this complete to add the stamp to your punchcard. Getting the right thing to the right place fast is a huge part of looking after people.
Check your answers to unlock. Done — you’re good to go.