Greeting – Hi can you hear me, okay? Great, Did you manage the link okay? Okay Great! My
name is Emma, and this is Charlie. Emma.
- We will be helping you today on advising you on whatever issues you’re having. - Let us
know if our connection goes down, or if you need us to repeat anything – everyone is getting
used to these ways of interacting and working.
Preliminaries – personal details (is it okay to call you…), timeframe for interview (do you have any time restrictions today),
proposed structure of interview (have you been to one before? This is what we will be doing today), client care issues – fees, explain
why there is two of us and why we are here – this allows for one of us to always be able to respond to the information, complaints
procedure or client-care letter to follow up confirming if you might not understand the information or need it written down,
confidentiality so everything said today will be in this room so please do be as open as you can, contact method, how would you like
us to contact you – can we call, email / do you have specific days that bests suit you, we are happy to oblige with whatever suits
you. Additionally, is there a specific address you would like us to send it to? Emma
- Would it be okay for us to call you Olivia or would you prefer Miss, Mrs Brooks…? - This
interview should take 30-40 minutes, if you have any time restrictions, we can work around
that too?
- Initially, we’re going to ask you some questions about what your needing help or advice on
– have you had an interview like this before? Absolutely fine. Ultimately, it will help if
you’re as honest and open as possible so we can gage the full situation and offer the most
sufficient advice. Everything said in this meeting is confidential, so please feel free to tell
us anything.
- We will only share information if we require help within the firm, on a need to know
basis, or from our superior.
- There is two of us here today in the initial meeting, to get all the information as possible
and to offer the best advice we can.
- We may take some notes individually whilst you’re talking, but please don’t worry. It’s just to
make sure we remember what’s discussed.
- This interview is going to be £75 + VAT, with follow up work at £200 + VAT per hour – if
that’s something we need to discuss, we can do so later on?
- Anything said here today, if you don’t understand later on, or would prefer written down
information, we will be sending through a client-care letter with everything discussed. -
Regarding the information sent, how would you prefer we send it to you – email, letter or
fax? – is there a specific address you would prefer to your home address? … Okay, now we
can start with some questions…
Obtaining the facts – open questions
- 1.st What can we help you with? - Charlie
- Based on what our secretary informed us, you appear to be having issues over a booking?
Would you mind elaborating?
- What happened following that?
- Could you explain a little of the background please? Or a little on the relationship. - I
just need to make sure I’ve got this right, can you go back to…
- I’m just conscious of time, but would we be able to go back to…
- I can see how that would be concerning, would you be able to elaborate on…
Filling in the details – closed questions Emma & Charlie
- Did you bring the contract with you today? Or any correspondence with the other party> -
