Keep it short
You’re not doing a full diagnosis. You’re doing triage.
Suggested questions
- What service do you need?
- What’s the address?
- Any time constraints (today vs this week)?
- Best callback number?
- Any special notes (gate code, pets, parking)?
Why it works
It balances two forces:
- callers want speed
- your team wants details
Win both by capturing the essentials.