Recover a call intended for another location

The decision this workflow supports

A familiar restaurant name can lead someone to the wrong branch. Answering from the wrong location’s menu or hours compounds the mistake. Establish the intended address before discussing any location-specific request.

Put the review process in place

Confirm the location named by the caller and compare it with the called number’s assigned site. Share another location’s contact only from an approved directory. If the directory is missing, explain the uncertainty instead of searching for an unverified number during the call.

Worked example for your team

Test two fictional branches called Riverside and Market Street. A caller reaches Riverside but asks about a menu they saw for Market Street. The assistant should establish the intended location before giving menu or hours information. If an approved Market Street contact is available, it can be shared; otherwise the handoff should say that the directory needs checking. Inspect the resulting note for both names. A note that says only wrong branch makes the next person repeat the whole discovery and increases the chance of another incorrect answer.

Sample wording to approve

“You have reached the location listed on this number. Which location were you hoping to contact? I can share an approved contact if it is in our directory.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need called location, intended location, requested department, directory entry used, and unresolved follow-up. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

Two similarly named branches remain distinct. The assistant does not quote another branch’s hours from memory. A missing directory entry produces an honest limitation. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.

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