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--- sop:guides:call_taking [2023/05/05 16:23] – [Tips for Strategic Scheduling] davek
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-======CSR Call Taking======
-=====14 Key Elements of Successful Call Taking=====
-  - Look in the Mirror
-  - Smile
-  - Start with an enthusiastic greeting
-  - Secure the customer's name & phone number
-  - Listen to the customer's needs
-  - Reassure with empathy
-  - Plant your club membership seed
-  - Gather your information
-    - Including is this a manufactured home?
-    - where the problem, or fixture, or waterheater, etc, is located.  And how we will access it? Through the garage, in the basement, etc, all very valuable information to put into the word order for the techs.
-  - Identify the lead source
-  - Offer schedule options
-  - Build your value and present your solution
-  - Verify their payment option
-  - Confirm the details & replant your club seed
-  - Reassure and show appreciation
-**Watch the Training Video Here(Episode 5)**
-[[https://www.yoursgihub.com/resources/call-center-success-basics-series|Mastering the art of Call Taking]]
-Username : service@a-1plumbing.us
-Password : Plumbing101
-=====Tips for Strategic Scheduling=====
-  - Book bigger bid jobs for Tuesday, Wednesday & Thursday, when we have the most techs available
-  - Always leave slots in your schedule, minimum of 3 - 2hr time slots left open when booking 3 days or more in advance, and a minimum of 2 - 2hr time slots when booking 2 days in advance, and always leave 1 - 2hr time open for the day of "Emergencies".
-  - Also keep in mind that the following list of service calls are urgent and have a "High Priority" rating which means we must fit them in as soon as possible. If you receive a call from a customer with one of these problems, always do everything possible to get them serviced the day of.  Even if we are all booked up on the dispatch board, before telling them that all we have available is after hours, make certain to check the current status of your techs to see if any are running ahead and can take another call.  If that is not an option, consider any trucks that might have two techs running together that are each capable of running their own calls, and if another company truck is available consider splitting them into two separate teams for the remainder of the day. Explore/consider every option possible.  If none others are available at a minimum offer them one of the After Hours slots.
-    - A-1 Club Members (same day service guarantee)
-    - Clearing a single toilet if it is the only one in the house
-    - Main sewer line backed up
-    - Kitchen Sink clogged
-    - Active Leak DWV or Water inside or in the crawl space
-    - Toilet Leaking
-    - No hot water
-    - Any warranty work that is causing damage
-    - Hose Bib leaking constantly, substantially
-  - **Legend for who to send to what calls**
-    - Drain Calls - minivans - any level of communicator
-    - Water Heaters - Box Truck - Better communicator or above
-    - Exterior water leaks - Minivans - Better communicator or above
-    - Interior water leaks - Mini van/ Truck - Better communicator or above
-    - Water line installs-  mini van/ pickup - Better communicator or above
-    - Remodels Bids - Minivan  - Great communicator
-    - Re pipe  Bids -   Minivan -   Great communicator
-    - Remodels actual work - Truck- Lead role - Better communicator or above
-    - Repipes actual work - Truck - Lead role - Better communicator or above
-    - Sewer line replacement bids - Better communicator or above
-    - Sewer line installs - Tundra-  excavating lead tech
-    - Camera Calls - Minivan - Better communicator or above
-    - A-1 inspections - Minivan - Better communicator or above
-    - When a drain call turns into a replacement bid and a good communicator is onsite. **Send a Great communicator to the site to help facilitate.**
-=====Dispatching for Profits=====
-  - A little bit of overbooking is good, if your dispatch board is full and you get a call that is a high priority call like a main drain backed up, or an active water leak, don't just turn the client down, instead book the call and drop it in the unscheduled calls bracket and find out which one of your teams might be running ahead and add it to their schedule. If this call came in before noon, let them know we will get them taken care of and the standard dispatch fee will apply, then in no one is running ahead give it to the on call tech and let them know to only charge the client the standard dispatch fee and not the after hours one.  If the calls comes in after noon then the after hours dispatch will apply if no one is running ahead of schedule.
-  - Also keep in mind that if more high priority calls are coming in and your schedule is full you can also reschedule a low priority call and let the client that is getting rescheduled know we will be waiving the dispatch fee.
-  - {{ :sop:guides:priority_call_taking.xls |Here is the current list of low, medium & high priority service calls.}}
-=====How to book a call in the Call Handler form in Vista=====
-  - When the phone rings if you have Viewpoint running and the exe program (FIX ME) running, then this "SM Call Handler" screen should pop up automatically every time.
-  - By default the name and phone number on the caller ID will load into the Call information area.
-  - Next it will put the phone number in search field and start a search through the data base for any customers with that matching phone number.  If that does not turn anything up you can also search by first or last name, or address.
-  - If they are a new customer, just check the "New Customer" Box and enter in their information, this will add them to our data base.
-  - Next is the "Rate Template" and below is a list of options and explanations of what they are. It is recommended that for the majority of our customers you leave this the "Rate Template" blank on the "Customer Level" and fill it in on the "Service Site" itself.  If you set it up on the customer level just keep in mind that will be the pricing they receive on all their "Service Sites".  In other words if you assign an A-1 Club template on the customer level then they will receive "A-1 Club" pricing across all "Service Sites".  And since they are only supposed to receive A-1 Club pricing for each service site that has one, this is why it is recommended that the "Rate Template" be established on the Service Site level.  However if this is a client like Roff Realestate, that receives special pricing as a "Customer" across all sites, then the Rate template needs to be put in on the customer level. Keep in mind that the "Rate Template" can always be overridden at the "Work Order" Level if necessary.
-    - A1CLUBFLAT A-1 Club Flat Rate, this is for all clients that are active A-1 Club Members, receiving straight forward pricing. This template should be set up on the "Service Site" level, when applicable.
-    - A1CLUBT&M A-1 Club T&M Rate, this is for all clients that are active A-1 Club Members, and only used when we perform a job for them using the T&M method.  Hence this rate should never be set up on a Customer, or Service Site level, but instead would used on the "Work Order" level when we perform work for an A-1 Club member and we need to bill them out T&M.
-    - CONTRACTOR Contractor T&M Rate is the discounted rates for our clients like Roff Realestate, and should always be set up on the "Customer" Level when applicable so that customer will receive the same level of pricing across all their "Service Sites"
-    - FLATRATE Flat Rate, this is for all clients that are not A-1 Club Members, but will still be receiving straight forward pricing.  This template should be set up on the "Service Site" level, when applicable
-    - STDT&M Standard T&M Rate is for all jobs that we are billing out T&M with our normal billable rates. Hence this rate should never be set up on a Customer, or Service Site level, but instead would used on the "Work Order" level when we perform work for a customer and we need to bill them out T&M.
-  - "The Service Site" area with prefill in based on your :FIXME:
-[[sop:guides:call_taking:call_script|Call Script for App]]