Before submitting a booking request, please check the following:
• Agreed to pay a $150 Service call fee per appliance
• if tech is available (please do not book if tech is on a day off, you can see this by clicking the "Timeline Week" as seen in the picture below)
• If tech has reached the maximum JO per day
• if the tech works on the brand or type (gas/electric or induction) of the appliance (please refer to the Technician Info sheet)
-If Gas, change the "Job Type" to "GAS" and the system will automatically suggest technicians who work with gas appliances.
• if you collected all the client's info (full name, phone, email, and unit number)
• if you collected all appliance info (brand and model number)
• if the area is within 40km from the city center (call the tech on the list if you must and ask if they can service the area)
• collect the payment and tenant info for rental properties. Do not book jobs that has tenant/s without CC details, NO EXCEPTIONS. If they ask to call back with CC details, submit the order and mark it as canceled until they call back.
• Book one job per timeslot per tech, (unless tech can do 8 jobs a day you can book at least 2 jobs on one timeslot) One major mistake we have when creating a new JO is that we create a duplicate order instead of making a follow-up request, to avoid this we can do the following:
• Listen to the client's concerns. The words they use to indicate a recall request are, (“My appliance is not working again”, “My appliance has similar issues”, “your tech came last week” I had my appliance repaired..., etc. Use these clues to indicate that they are calling for a revisit.”)
• Also, if you put their info in the search field and find that there is a match, check their info on a different tab.
• Probe
• Check if the previous job is still under warranty. Otherwise, create a duplicate.
Booking a Revisit
• Make sure that the appliance they are calling about is:
o Still under our service warranty: 14 Days on labor, 90 days on parts
o Same appliance and the same issue
• Change the status to “Follow-up”
• Add the tag “Follow-up visit”
• Add your name to the follow-up agent field
• Add notes with the date, changes made, and other important details with your name at the end. • Please do not change the status “done” to “submitted” if a customer requires a follow-up. Change it to “follow-up”. • If you book a follow-up visit, please indicate the name of the agent in the notes and the initial visit so we can keep the records and changes made on the JO.
Handling Part/s Installation Requests
• For jobs marked as “in progress - parts ready” and require an appointment to finalize the repair, please tag “part install”.
• “Bring parts” on the other hand, is when a new appointment is booked, and the
customer is requesting us to bring a certain part
• For any parts installs, unless approved by the tech for the same day, please book them for the next day. This allows time for the tech to pick up the part.
Booking a Follow-up Call
• Please use the “follow-up call” tag only for past jobs that require a callback from a tech.
• If you book a follow-up call, please indicate the name of the agent in the notes and the initial visit so we can keep the records and changes made on the JO.
• Add your name to the follow-up agent field
*Use the notes to add extra info if needed and add the tag “check notes”