How do we handle sensitive enquiries on WhatsApp and phone?

Who should respond

Assign a trained coordinator or therapist, not a general receptionist. Parents are often anxious or emotional, and the first conversation shapes their trust in your centre.

How to respond

1. Reply promptly and warmly, introducing yourself by name.
2. Ask open questions about the child’s age and the parent’s concern.
3. Listen without rushing to conclusions.
4. Avoid diagnosing or labelling over the phone or chat.
5. Explain how an assessment works and what parents receive.
6. Offer specific appointment options and share fees clearly.

WhatsApp etiquette

• Use a WhatsApp Business account with your centre’s name.
• Keep first messages neutral and private in wording.
• Do not ask for detailed medical history in chat.
• Respond during reasonable hours.

Privacy and records

• Store enquiry details securely with limited access.
• Never share information with schools or doctors without consent.
• Follow India’s data protection rules.

Give time

Some parents need days or weeks before booking. Offer resources, check in gently and let them decide at their pace.

Prepare your team

Write a short guide for whoever answers enquiries: how to greet parents, which questions to ask, what not to say, how to explain fees and assessments, and when to involve a therapist. Review a few real conversations each month, with permission, to keep improving the quality of first contact.