Phones & Call Tree
Customers should reach the right person on their first call. Two published numbers carry almost all inbound calls to RPGMotor Works.
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Phones and call tree
Use these numbers on the website, business cards, catalogs and product labels. Don't publish direct dial or mobile numbers on printed material.
| Main line | +1 (800) 555-0142 |
|---|---|
| Service line | +1 (800) 555-0157 |
Local numbers
Each site keeps a local switchboard number for callers who prefer a local call, for suppliers and for local authorities. Stuttgart is +49 711 555 0100 and the Americas office in Kitchener is +1 (519) 555-0140. Local numbers go on site letterhead, the site contact page and regional trade show material, always alongside the main line, never instead of it.
Addressing callers
Answer within three rings using the greeting script for your line, in the local language first and then in English. Give the company name in full, RPGMotor Works, never RPG or a product name alone. Ask for the caller's name and company early and use their name once you have it. If you transfer a call, tell the caller who you're putting them through to and why.
Toll-free numbers
Toll-free numbers are set up only by IT Telephony and approved by Brand. Don't buy numbers through a local carrier, and don't create vanity numbers for a campaign without checking first.
Receptionist greeting script
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Why the greeting matters
For many customers the first voice they hear from RPGMotor Works is on the phone, often when a line is down and they're under pressure. A calm, consistent greeting tells them they've reached people who can help. Most callers decide within the first few seconds whether they trust the person on the other end.
Who uses these scripts
Receptionists, switchboard operators, ServiceLine dispatchers and anyone covering a published number at any of our eight sites. Recorded greetings and on-hold messages use the same wording. New staff practice the scripts with their team lead before they take live calls, and temporary cover staff get a printed copy at the desk.
Say the name in full
Always say "RPGMotor Works", spoken as "R-P-G Motor Works". Never shorten it to RPG or Motor Works, and never answer with a product name alone. Spell it on request as R, P, G, then Motor Works as two words. Division and site names come after the company name, never before it.
Local language first
Greet in the local language, then repeat in English when the caller doesn't respond or answers in English. The scripts below give the English line; local versions are on the brand portal.
Pace and tone
Speak slowly enough to be understood on a poor mobile line. Smile while you speak; it carries. Don't rush the company name to get to your own. Keep your voice even when the caller is upset. Don't use slang, internal shorthand or part numbers the caller hasn't used first.
Ask, then listen
Ask for the caller's name, company and what they need. Write it down before you transfer so they don't have to repeat themselves. Note the time of the call and a callback number in case the line drops.
Service calls come first
If a caller says a machine is down, take the serial number from the ServiceLine label and pass the call straight to the ServiceLine dispatcher. Don't put a line-down call on hold to look someone up. The dispatcher will ask for the site address, the fault and whether anyone is hurt, so collect those if you can do it quickly.
Transfers
Tell the caller who you're putting them through to. If nobody answers within 30 seconds, take the call back, apologize and offer to take a message or try someone else. Never transfer a caller into a voicemail box without telling them first, and never transfer the same caller twice without speaking to them in between.
Hold
Ask before you put anyone on hold and wait for an answer. Come back every 30 seconds with an update. On-hold music is the approved RPG audio track only; never play the radio.
Media, legal and complaints
Journalists go to Communications on +49 711 555 0100 or press@rpgmotor-works.com. Legal letters and formal complaints are logged and passed to the site manager the same day. Never give an opinion on the phone. Be polite, take contact details and the question, and say that the right person will call back.
Out of hours
Outside office hours, calls to the main line play the recorded greeting and offer the 24-hour ServiceLine option. Check the recording every quarter and after every holiday change. Recorded greetings are voiced by trained staff, not by text-to-speech, and changes are approved by Brand before they go live.
Good morning, RPGMotor Works. This is [name]. How can I help you today?
RPG ServiceLine, this is [name]. Is a machine down right now, or is this about a planned service or spare parts?
Good morning, RPGMotor Works in Stuttgart. My name is [name]. How can I help you?
Good morning, RPGMotor Works, Munich plant. This is [name]. Who would you like to speak to?
Good morning, RPGMotor Works Americas in Kitchener. This is [name]. How can I help you today?
Good morning, RPGMotor Works in Detroit, Mobility division. This is [name]. How may I direct your call?
Good morning, RPGMotor Works in Greenville. This is [name]. How can I help you?
Buenos días, RPGMotor Works en San Luis Potosí. Habla [name]. Good morning, RPGMotor Works, how can I help you?
Good morning, RPGMotor Works in Pune. This is [name]. How may I help you today?
Good morning, RPGMotor Works in Bengaluru, DriveSense support. This is [name]. Do you have your sensor or account ID handy?
Good morning, RPGMotor Works, Aerospace and Defense. This is [name]. May I have your name and your company, please?
Thank you for calling RPGMotor Works. Our offices are closed. If a machine is down and you need service now, press 1 for RPG ServiceLine, available 24 hours a day. To leave a message, press 2.
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