10/03
Please let the customer know that it is our policy, and threatening to post a negative review is a criminal offence under the Cyberbullying section.
Also, you can let him know that the point of consumer reviews is to promote ethical and professional conduct and deny success to those who practice unethical and/or unprofessional conduct. The posting of false reviews (positive or negative) is considered criminal activity (sect 52 of The Competition Act) .
10/03
When booking same day appointments. Kindly call tech if it's okay to add another job especially when tech has already 4 jobs or more.
We have appts getting rescheduled since tech won't be able to service the same day because,
We have appts getting rescheduled since tech won't be able to service the same day because,
- they have already made other plans
- out of route
10/09
Dispositions like ATTN TO VLAD and PLEASE FOLLOW UP Are only used for- complaints
- invoice requests
- refunds
- asking for quote
- asking if we can service the brand
- asking about service areas
- etc.
10/10
When asking for quotes in the chat, Farshad said the techs do not get notifications for the @ here, so we need to start tagging them individually for quicker responses.
10/12
Gentle reminder
Please don't book another JO if the concern is about scheduling a revisit, unless we're specifically asked by Vlad to do so. There was one JO where a service call was done by our tech only 7 days ago and another JO was booked earlier today intended to revisit the same exact appliance the tech had a service call for about a week ago. Thank you.
10/14
10/12
Gentle reminder
Please don't book another JO if the concern is about scheduling a revisit, unless we're specifically asked by Vlad to do so. There was one JO where a service call was done by our tech only 7 days ago and another JO was booked earlier today intended to revisit the same exact appliance the tech had a service call for about a week ago. Thank you.
10/14
We are implementing new guidelines concerning customer requests for specific parts during appointment booking. Effective immediately, please communicate the following to customers who make such requests:
"While we appreciate your initiative to identify the part you think may be necessary for your repair, it's important for us to conduct a thorough inspection to accurately diagnose the issue. This ensures we provide the most effective and lasting solution. We come prepared with a broad range of commonly used parts, which often allows us to complete repairs immediately following diagnosis. However, we will not place orders for back-ordered parts solely based on customer requests without first conducting our own evaluation."
This new approach helps us maintain the quality of our services and ensures customer satisfaction by reducing the likelihood of incorrect repairs.
10/17
Hello! A quick reminder for everyone: when making a booking, please verify the caller's postal code. Ensuring alignment with existing appointments helps our technicians optimize their time by avoiding unnecessary travel to different areas. Please acknowledge! Thank you!
10/18
10/18
Please refrain from assuring our clients that they will be the first to receive service. We always provide a 3-hour window, and it's not guaranteed who the technician will service first. Factors like the route they're taking need to be considered. Kindly acknowledge this.
10/18
10/18
Should you receive a cancellation request for same-day service without a 12-hour or advance notice, please refrain from changing the status to "Canceled" unless Vlad gives approval. Instead, add the "to cancel" tag, ensuring we can apply the Service Call Fee. Additionally, be sure to inform the technician about the cancellation request.
10/24
Please refrain from making promises to our clients that they will be the first customer the technician visits. We consistently provide a 3-hour window, and committing otherwise can lead to customer dissatisfaction. If the customer does not agree, kindly refrain from booking them or consult with Vlad to explore possible considerations. This proactive approach will help avoid upset customers and potential negative reviews, which Vlad is particularly concerned about.
There's a potential bad review on the horizon, and the customer is considering taking the matter to social media and the press. Your diligence in following these guidelines will play a crucial role in mitigating such situations.
10/26
Hi team, just a gentle reminder to please be careful with the tags that we are placing on the job orders. There was one that was tagged "to cancel" but the client never requested to cancel the JO. She merely asked to have her name corrected. Thank you.
10/26
Also, in relation to the previous reminder, it is mandatory that we use phonetics to make sure that we are spelling names and emails correctly. For this specific instance, the client's name was Dallas and it was misspelled as Ballaf so for sure, phonetic alphabet wasn't used. Incidentally, since her email bears her first and last name, the email address was also wrong
There's a potential bad review on the horizon, and the customer is considering taking the matter to social media and the press. Your diligence in following these guidelines will play a crucial role in mitigating such situations.
10/26
Hi team, just a gentle reminder to please be careful with the tags that we are placing on the job orders. There was one that was tagged "to cancel" but the client never requested to cancel the JO. She merely asked to have her name corrected. Thank you.
10/26
Also, in relation to the previous reminder, it is mandatory that we use phonetics to make sure that we are spelling names and emails correctly. For this specific instance, the client's name was Dallas and it was misspelled as Ballaf so for sure, phonetic alphabet wasn't used. Incidentally, since her email bears her first and last name, the email address was also wrong
10/26
We don't operate on an hourly rate. Our pricing is determined by the complexity of the job
10/30
We used to service the Mission area before (and possibly still do). To confirm, you can utilize Google Maps. If it's within a 40km radius, we can schedule the service. If not, you can communicate that 'we used to service the area, but unfortunately, we no longer have a technician available to cover that distance.
10/30
We used to service the Mission area before (and possibly still do). To confirm, you can utilize Google Maps. If it's within a 40km radius, we can schedule the service. If not, you can communicate that 'we used to service the area, but unfortunately, we no longer have a technician available to cover that distance.
10/31
I've just confirmed with Vlad that we are now authorized to change the status to 'To Charge' upon receiving a same-day cancellation request. However, it's crucial to ensure that the customer is well-informed about our cancellation policy, particularly the Service Call Fee (SCF) for short-notice cancellations. Following the status update, please send a direct message to Vlad including the Job Order (JO), the reason for cancellation, and explicitly mention that the client is aware of the SCF. This will facilitate the creation of an invoice by Vlad.
10/31
As you're aware, our standard practice involves sending a text to customers after every repair or service. Within that message, we encourage them to leave a review through a provided link and, as an incentive, offer a $15 refund. It's important to note that for eligibility, customers must use the link within 24 hours of receiving the text.