Pending Customer Action Tickets
GOALS:
One of strengths points of Filkhedma Company, that following customers up to done their maintenance services after inspection visits or in case of cancellation the first visit. We have very fast and efficient team to keep customers contacting with their maintenance requests.
FRIST APPOINTMENT CANCELLATION REASONS
process
Case one
- After receiving call from customer to cancel the visit and she/he ask to follow him to reschedule a new appointment.
Case two
If we didn’t reach to the customer for any special case "like the technician arrive to customer address but didn’t found the customer after calling customer to make that he want done the service with us or not but didn’t answer "
Actions on system
1- Cancel visit on Dash Board
2- Write the reason of cancellation on ticket on fresh desk
3- Change the status of ticket.
4- Close the duplicated ticket on fresh desk with status waiting on third party
Policy
1-The ticket is closed during 7 days.
2-The customer is followed twice after day of cancelation.
3-If we didn’t reach customer by no answer twice “during two following days “we cancel the order on dash board then we change status of ticket to “waiting on customer “.
4-If we reach the customer and he/she didn’t want the service any more:
We ask for the reason “we try to solve the problem if found with create complaint ticket ‘
In case he just needs to cancel without informing us any issue, we ask him if he need any follow up
Again if he refused we change the status of ticket to resolved and we cancel order on dash-board.
If she/he asks for following her we just follow her as our police.
5-If we set up a new appointment with customer we create a new visit on dash board and we write the new date on fresh dash then change the status of ticket to resolved the ticket.
The view of ticket on fresh desk when CS cancel first visit:
The view of ticket on fresh desk when CST cancel first visit
Category: follow up
Sup category: customer care
Type: follow up
Status: open
Area: Cairo or Sahel or Alex
Priority: low
Assign to: customer care
The view of ticket when CC put first action
Category: follow up
Sup category: customer care
Type: follow up
Status: pending
Area: Cairo or Sahel or Alex
Priority: low
Assign to: customer care
The view of ticket when CC not reaches to CST Again
Category: follow up
Sup category: customer care
Type: follow up
Status: Waiting on customer
Area: : Cairo or Sahel or Alex
Priority: medium
Assign to: customer care
The view of ticket when CC take an action – create new visit to CST
Category: follow up
Sup category: customer care
Type: follow up
Status: resolved
Area: : Cairo or Sahel or Alex
Priority: medium
Assign to: customer care
Script of follow up calls
for first visit
- Greeting.
2- Recap All Order Details “Service - Price … Etc. “
3- Set A New Appointment.
4- Closing Call.
- • Greeting
- • Call must contain the following :
- • Welcome customer
- • Mention your name
- • Mention your company name
- • Recap all order details “service - price … etc. “
- • Recap services
- • Recap price
- • Recap other info “if found”
- • set a new appointment
- • As per convenient time for customer
- • Set a new appointment up during working hour
- • On available technicians
- Closing call.
- • Thanks customer for his/her time
Second appointment creation
Second or other appointment creation reasons:
1- Inspection appointments results.
2- Did not complete all service “for missing material or other reasons"
3- for painting orders.
Policy
1-The ticket is closed during 7 days.
2-The customer is followed twice since the inception completed
3-If we not reach customer by no answer twice during two following day, we send mail to convert order from reschedule to complete on dash board then we change status of ticket to “waiting on customer “
4-If we reach the customer and He/she didn’t want the service any more:
We ask for the reason “we try to solve the problem if found with create complaint ticket ‘.
In case he just needs to cancel without informing any issues, we ask him if he need any follow up again if he refused we change the status of ticket to resolved and we send mail to convert order from reschedule to complete on dash board.
4- If she/he asks for following her we just follow her as our police.
5-If we set up a new appointment with customer we create a new visit on dash board and we write the new date on fresh dash then we assign order to Engineering operation with ticket status pending if the order doesn’t need any material.
5-If we set up a new appointment with customer we create a new visit on dash board and we write the new date on fresh dash then we assign order to Engineering operation/ Ahmed Fasial with ticket status pending if the order need any material.
6- We book the orders at any available time for technician as per CST want, if the order doesn’t need any material.
7- We book the order after 1 day “24 hour” from confirming the material price with CST unless the operation team added note to ticket that material need more than one day to bring it by maximum 2 days. Note that this case with exceptions on weekends and holidays.
8- Operation send the pending customer action ticket after one hour of completed the order.
9- customer support should call customer during 8 hours since operation team assign the ticket to customer support team
10 - Costing by maximum 48 must be known to customer.
11- Customer support team must call CST during 8 hours from assign the ticket to him.
12- All tickets need to contact to customer must send with status open from operation.
13- After reschedule order by customer support team, operation team with change status of ticket to resolved.
14- Escalate to your direct manager or leader of shift if found any lateness form other team.
16- Have to the services matching between dash board and fresh desk.
17- We can re-open the order again after 30 days of appointment day in case the ticket status was waiting on customer
- Painting orders
1- We will inform customer that we will bring all material after order or the technician will bring 50 % for material before first day of order and collect the amount of the material fees that we got , then he will bring the rest of material next day and charge the customer of the rest .
2- We will collect service price as total service cost / days of works.
3- We add 10 % for regular material price for quotation, and if customer ask for tax invoice that will add 29 % on.
4- operation team have write on pending customer ticket days of work , material list and number casual works of we have .
5- customer support have to send mail to operation to close the technician all days of work by buys slot and mention that on ticket too.
6- Operation team should close the pending customer actions tickets that show during implement the painting service.
7- Customer support we will follow customer once during painting orders.
8- Our costing depends on our inspecting numbers of maters.
Issues and special cases
A- If the order status completed wrongly and the customer ask for counting order we have to open a complaint for EO and ask them the missing services and follow the case on this ticket. We ask for convert order from complete to reschedule.
B- We have written every action we do it with customer on the ticket.
C-Special case: if we will change visit time during hour and half from starting the order we cancel visit and create new one on fresh desk, and not forgetting close the pending customer action tickets on fresh desk.
D- We have open follow up tickets just for customer has already order on dash board unless that we open ticket opportunity tickets.
F- We can re-open the order again after 30 days from appointment day in case the ticket status was waiting on customer.
Script:
1-Greeting.
As we mention before on follow up Script
2- recap all order details “service – price – material – days of work and material fees and material quotation “ بيان بخامات الاوردر وليس فاتورة ضربية etc.“
3- Set a new appointment.
With below conditions
Available technicians
If order more than one day, close the technician by sending mail to operation
Mention all agreement with customer on ticket then assign it to right group
4- Closing call.
As we mention before on follow up Script.