Choose questions
your customers actually ask.
An FAQ library should reflect your service and approved policies—not assumptions about how a business usually operates.
Gather the questions.
Review recent inquiries and remove customer names, addresses and other personal details. Group repeated questions into five stages: deciding, requesting a quote, booking, preparing and resolving a problem.
Pick up to three from each stage.
- Deciding: service area, included work, excluded work.
- Requesting a quote: required details, quote process, price factors.
- Booking: available schedules, confirmation, changes.
- Preparing: access arrangements, customer preparation, relevant restrictions.
- Resolving: reporting an issue, approved remedy policy, escalation route.
These are prompts, not suggested business policies. Skip any topic that does not fit your service.
Give each answer a source.
Question: How do I change my booking?
Approved source: Your actual change policy, including notice period and any fee.
Decision needed: Who handles exceptions? If that has not been decided, flag it instead of inventing a promise.
Keep the library usable.
Name the policy owner and review date. Separate reusable wording from facts that change by appointment. Have your team check each reply before sending.