Auto repair shop phone script
A phone script for repair shops and service centres: booking questions, vehicle details, breakdowns and towing, repair status calls and the after-hours message.
Your business: phone script
Greeting
“Thank you for calling [Business name], this is [your name]. How can I help you today?”
Smile when you answer: it can be heard. Get the caller's name early and use it once or twice.
New customers
“Happy to help. Is this your first time contacting [Business name]?”
Then ask, in a natural order:
• May I have your name and the best number to reach you?
• What's the year, make and model of the vehicle, and roughly the mileage?
• What's it doing? Any warning lights, noises or smells?
• Is the vehicle safe to drive, or does it need a tow?
• When would you like to drop it off?
Next step: take their preferred days and times, and let them know we'll confirm by the same business day.
“Thank you, [name]. We look forward to seeing you.”
Existing customers
“Of course. May I have your full name and the best number to reach you?”
“And what is this about?”
If the person they need is available, transfer the call. If not, take a message (format below) and say:
“I'll make sure they get this. You can expect a call back the same business day.”
Booking & rescheduling
To book: take their preferred days and times, and let them know we'll confirm by the same business day.
To reschedule or cancel: confirm the caller's name and the drop-off they have, offer two alternative times, and confirm the change back to them.
Always repeat the final day, date and time before ending the call.
Urgent calls
Treat it as urgent if the caller mentions:
• a vehicle broken down or unsafe to drive
• brakes or steering that don't feel right: advise the caller not to drive it
• a customer whose car is already in the shop and needs it today
Then: transfer the call to the on-call person straight away.
“I understand this is urgent. I'm getting this to the right person now.”
Billing questions
Take the caller's name, account or invoice number and question, and pass it to whoever handles billing.
Don't take card numbers over the phone unless you have a secure way to process them.
Sales calls & spam
“Thanks for calling. The best way to reach the right person is by email. May I take your name, company and email?”
Don't transfer sales calls, and don't confirm who makes buying decisions.
Message format
Every message has: caller name · phone · email (if given) · new or existing customer · reason for the call · urgent yes/no · best time to call back · time of call.
Never
• Diagnose the problem or estimate repair costs over the phone
• Promise the car will be ready by a time the shop hasn't confirmed
• Authorise extra work without the customer's approval
After-hours message
“Thank you for calling [Business name]. Our office is open Monday to Friday, 9am to 5pm. If this is urgent, please stay on the line or press 1 and we'll get your message to the on-call person. Otherwise, please leave your name, number and a short message, and we'll call you back the same business day.”
Voicemail greeting
“You've reached [Business name]. We're sorry we missed you. Please leave your name, number and the reason for your call, and we'll get back to you the same business day.”
Ask "is it safe to drive?" on every booking. It decides whether you book a drop-off or arrange a tow, and it's what callers worry about most.
Your own numbers, nothing assumed.
Why every auto repair shop needs a phone script
Repair shops lose calls when the service advisor is under a car or talking to a customer at the counter. A good script captures everything needed to book the drop-off: the vehicle, the symptoms, the warning lights and whether it's drivable. It handles "is my car ready?" calls without pulling a technician off a job. Fill in your hours and towing arrangements, then use it at the counter or for your answering service.
Scripts for your industry
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Questions
What should an auto repair receptionist ask?
Name and phone, year, make, model and mileage, the symptoms and any warning lights, whether it's drivable or needs a tow, and the preferred drop-off time.
How do shops handle 'is my car ready?' calls?
The script takes the customer's name and vehicle, checks the status in the shop system or takes a message, and promises a callback by a set time.
Should we give repair estimates on the phone?
Most shops quote only a standard diagnostic fee and leave repair estimates until the vehicle has been inspected. Put your exact wording into the script.