Opening (First 10 Seconds)
“Thank you for calling [Law Firm Name], this is [Your Name]. How can I help you today?”
Wait for response and listen carefully…
If They Mention an Injury/Accident
“I’m sorry to hear about what happened. I’m going to ask you some questions to see how we can best help you. Can you briefly tell me what type of accident or incident happened?”
Listen carefully and take notes
If They Ask About Other Legal Services
“I understand you’re looking for help with [immigration/family law/etc.]. Let me see if we can help connect you with the right attorney. Can you tell me a bit more about your situation?”
Note: Follow up with supervisor about referral procedures for non-injury cases
If They Are a Previous Client
“Thank you for calling back, [Name]. I can see you’re an existing client. Let me connect you with your case manager right away. Can I put you on a brief hold?”
Transfer to appropriate case manager immediately – do not attempt to answer case-related questions
Listen carefully and take notes
Key Information to Gather (In This Order)
- Type of incident (car accident, slip and fall, etc.)
- When did it happen? (exact date if possible)
- Where did it happen? (city, state, specific location)
- Were you injured? (what type of injuries)
- Did you see a doctor? (when, where, ongoing treatment)
- Your contact information (full name, phone, email)
Moving Toward Consultation
“[Name], based on what you’ve told me, it sounds like you may have a case worth looking into. The best next step would be to have you speak directly with one of our attorneys who can give you proper legal advice. They can review everything in detail at no cost to you. Would you be available for a consultation this week?”
Important Reminders
- Stay calm and professional even if the caller is emotional
- Don’t give legal advice – only attorneys can do that
- If the caller is crying or upset, see our article: [How to Handle Callers Who Are Crying or Extremely Upset]
- If you can’t understand them, see our article: [What to Do When You Can’t Understand the Caller]
- If they’re confused or medicated, see our article: [How to Get Basic Information from Confused or Medicated Callers]
Red Flags – Transfer to Supervisor Immediately
- Caller mentions suicide or self-harm
- Caller is threatening violence
- Caller is extremely intoxicated or incoherent
- Multiple people are talking/screaming in background
End of Call
“[Name], I’m going to get this information to one of our attorneys right away. You should expect a call from our office within [timeframe]. In the meantime, if you have any questions or if anything changes with your injuries, please don’t hesitate to call us back. Do you have any other questions for me right now?”
Remember: Your job is to gather information and schedule consultations. Let the attorneys handle the legal advice and case evaluation.