EVERYDAY TASKS · STEP BY STEP
Getting ready to phone a business
Gather what you need, plan what to say and keep a clear note of what happens next.
Work through these steps at your own pace. Tick each one as you go. Ticks are temporary and are not saved by the app.
What to have beside you
Think about what the person answering will need to find your record and understand the question. Keep the relevant document open or beside you, so you can read the details rather than rely on memory. Requirements vary between businesses.
Phoning your bank
Have your account reference and a recent statement or transaction list to hand. If they ask about your last transaction, you can check the date, amount and who it was paid to or received from. If your call concerns a particular payment, find that entry before calling.
Asking about an invoice or bill
Have the invoice itself and your customer or account number ready. They may need both the account number and the invoice number: one identifies you, the other identifies the particular bill. Check the invoice date, amount and due date. If you have paid, have the payment date, amount and reference to hand.
Checking an order or delivery
Find the order confirmation, order number, date ordered and delivery address. If available, keep the tracking number and any messages about delivery or returns beside you.
Discussing an appointment or booking
Have the confirmation, booking reference, name used and appointment date and time ready. If you want to change it, note a few alternative dates that would suit you.
Only gather what relates to your call. Keep documents private and leave passwords, PINs and security codes off this worksheet. If a detail is missing, say so and ask what other information they can use.
Write one sentence beginning: I'm calling because... Then note what you would like to happen, such as getting an answer, changing an appointment or checking an order.
Use the business's official website or a document you trust. Check opening hours and any call charges. Choose a time when you have a little space, and charge your phone if needed.
Have the letter, bill, order confirmation, appointment details or previous correspondence beside you. You only need the documents that relate to this call.
Note your customer, order or reference number, relevant dates and the name or address linked to the enquiry. If calling for someone else, check whether their permission or presence is needed. Keep passwords, PINs and security codes off this worksheet.
Briefly note what happened, when it happened and what you have already tried. List your questions with the most important first. Leave space for the answers.
Try: Hello, I'm calling about an order that hasn't arrived. I have my order number here. Could you help me check what happens next? Adapt this to your own task; you can read from your notes.
Keep a pen and your notes nearby. Ask for the person's name or team and write down the answers. You can ask them to repeat something, explain it differently or pause while you write. If you reach the wrong team, ask who can help.
Before ending, repeat back what was agreed. Check who will do what, by when, and how you should follow up. Ask for a reference number or written confirmation where useful. If nothing is resolved, note the next contact or step.
Write down the call date, who you spoke to and the outcome. Keep the notes with the relevant documents somewhere private. Add a reminder for any action or follow-up. If nobody answered, note when you will try again.
A little company while you prepare?
Bring your task to a live, one-to-one session with Sue. Keep private documents and account details off-screen.
Tell Sue what you'd like to tackle ↗