What to say on admin calls: opening lines and scripts

Open with the problem, say what happened once, in order, then say what you want done. End your first sentence with a question so the other person has the next move. Before you hang up, get a reference number, a name, what happens next, and by when.

This is for customer service, billing and account calls in the US. It can't tell you what a company owes you, and it isn't legal advice. If the call itself is what you keep avoiding, start with how to make a phone call you have been avoiding, which covers what to write down first.

Example: a whole call in five lines

An illustration, not a real call. Say a refund promised two weeks ago hasn't arrived.

Opening lines for the common calls

Each opens with the problem, not an apology, and ends with a question. Change the wording until it sounds like you.

Say what happened, once, in order

Whoever answers can only help with the actual sequence of events. Give it once, cleanly, then say what you'd like to happen. Two or three sentences is usually enough: what happened, when, and what you want now. Leading with the ask before the facts tends to make the call longer, because they have to stop you and ask for the facts anyway.

When the answer is no, or you're passed along

Polite and specific works better than firm. Keep these at the bottom of the page.

Four things to get before you hang up

This is the part that saves the second call.

1. Ask them to read back what has been agreed. If you've written it down, read it to them and ask if that's right.
2. Get a reference number for the call itself. Without it the next call starts from nothing.
3. Get the name of who you spoke to.
4. Ask what happens next, and by when. Ask for a date, not "soon".

A note to write straight after the call

Two minutes. It's the note you'll want if you have to call again.

• Date and time of the call, and the number you dialed.
• Name of the person, and the reference number.
• What was agreed, in their words if you can.
• What they said happens next, and the date you'll check if it hasn't.
• Anything you need to send or do, with a day.

Voicemail, and when a call isn't enough

A voicemail is a small version of the same call. Say your name, one line on why you're calling, your number slowly, then your number again, and when you're free. Then write down that you left it and when. For a longer chase, an email after the call, with the reference number and what was agreed, gives you something written. The email you keep not sending covers that.

One US-specific limit. For a wrong charge on a credit card, the Consumer Financial Protection Bureau says a phone call alone doesn't protect your rights: you send a written billing error notice to the card company within 60 calendar days after the charge appeared on your statement. Call first if you like, and then put it in writing. If it's an overdue bill you're calling about, see you missed a payment: what to do next.

Being polite is enough

A lot of advice about hard calls is really about being assertive, which assumes you're too soft. You may not be. On a billing call the person answering usually has a fixed set of options and is choosing which to offer, so being clear about what you want and having the facts ready tends to help more than a harder tone. For calls where you need to refuse or give bad news, see how to say no or give bad news on the phone.

Questions people ask

Where a Companion can hold this for you

Alongside, the ADHD Life Companion, has walkthroughs for Make a phone call, Sort out a billing problem and Follow something up. Each asks a few short questions, such as what would sort it and what you have in front of you, then shows a suggested opening for your situation. You use it or write your own. During the call it shows a short list, including the reference number, the name, and what happens next. It holds no account numbers or amounts by design, only who the charge is from and how it went, in your words.