Working sheets for the office team
These simple templates help turn a verbal arrangement into instructions an agent can follow. They can be adapted to your own case system or used as a checklist when you prepare a brief.
- Client contact-guide worksheetService areas, approved answers and escalation contacts · Plain text worksheet
- Callback handover worksheetReason for contact, ownership and next action · Plain text worksheet
Operations guides
- Closing the loop on a callback listOperations guide · September 2026
- What to include in your contact guideClient setup · July 2026
Using a template
Keep the fields that help the next person act. A contact sheet should not become a second customer database. Avoid repeating information already available in the authorised system, especially payment details or other sensitive records.
Give each worksheet a date and an owner. If a rule changes, update the shared guide before asking agents to follow it. A private message to one person is easy to miss during a staffing change.
For a cover assignment
Before the first shift, check that the agent has the current service area, calendar instructions and escalation route. Before the final shift ends, agree who will receive outstanding callbacks and how access will be removed.
Can the worksheets be edited?
Yes. They are plain text files, so you can open and edit them in any text editor or copy the fields into your own office system.
Do the downloads submit any information?
No. They are blank templates. No information is uploaded and no account is required.
Closing the loop on a callback list
OPERATIONS GUIDE · SEPTEMBER 2026
A message is not the same as a completed callback
A callback list becomes difficult to use when it mixes new requests, attempted calls and matters waiting for an office decision. The first improvement is to give every entry an owner and a next action.
Record the reason in plain language
“Customer called” does not explain what is needed. “Customer wants to move Thursday's cleaning visit to Friday; availability not confirmed” tells the next person what to check. Use the customer's request, rather than a guess about the solution.
Keep a small set of working states
| State | Meaning |
|---|---|
| New | A callback is needed and has an assigned owner. |
| Attempted | Contact was tried; note the time and next agreed attempt. |
| Waiting for office | A decision or information is needed before the customer can be updated. |
| Completed | The customer has received the agreed answer or next step. |
Do not lose the promise already made
If someone said the office would call by a particular time, record that commitment. A later agent should not give a conflicting answer or unknowingly let the promised time pass.
Close the loop at handover
At the end of cover, separate completed items from unresolved ones. Identify the next owner and the date or condition that should trigger the next action. Keep the handover in the approved system so the office does not have to reconcile several private lists.
Download the blank callback worksheet from the resource page if you need a starting structure.
Preparing your contact guide
CLIENT SETUP · JULY 2026
Start with what agents can answer
A contact guide should define the ordinary work before listing every unusual possibility. Begin with your common enquiry types and the approved response to each one.
Include the details that change the next action
- Company greeting and the name to use on customer contact
- Service areas and any postcode or travel restrictions
- Office hours, closure dates and the cover schedule
- Booking fields, calendar access and confirmation rules
- Who can approve exceptions or discuss an estimate
- Invoice-enquiry routing and required account identifiers
- Urgent-message instructions and a backup contact
Write down the boundaries
Agents need to know what not to promise. That may include prices, technician arrival times, availability outside the current calendar or a refund. A short list of limits prevents a polite answer from becoming an operational commitment.
Test it with ordinary examples
Walk through a new booking, a reschedule, an invoice question and a complaint. If the guide produces a different answer depending on who reads it, clarify the rule before cover begins.
Keep one current version
Give the guide a revision date and a responsible owner. Record changes in the same place rather than scattering instructions across emails. At the start of a cover period, confirm which version is active.