PRESOLDS
Who gets copied on Presold emails?
PRESOLD EMAIL GROUP (not technicians!)
Which technician is the top seller for 2018 so far?
Jaime Rodriguez
In “Type of Note to Add,” what do we select?
CUSTOMER
Which active office staff member has worked at APHE the longest?
Chris Whitehead
What is the turn around time for a credit card refund?
5-7 business days
Which call window do we book presolds?
TECHNICIAN’S FIRST CALL
Which technician has work for APHE the longest?
Tony Schieffer
How long do we set the expiration date for Service Experience related pop up notes?
30 DAYS
Who is APHE’s newest active office staff member?
Sue Anne Flaherty
What is the turn around time for a check refund?
2-3 weeks
What information regarding work done should be included in presold email?
TASK CODES AND $$$ TOTAL. IF CUSTOMER DOESN’T HAVE TASK CODES, PROVIDE BRIEF DESCRIPTION OF WORK TO BE COMPLETED
How many technicians have a camera scope on their truck?
6
What information must be in the Text of Note for each pop-up note?
DATE, TIME, INITIALS and PERTINENT INFORMATION
How many active dispatchers work at APHE? (non-injured)
10
If a customer calls in with a complaint while the technician is still at the home, what is the name of the procedures should be followed? Who is the first person you should bring the information to?
Customers calling while tech is still at home. Your manager.
If the customer needs a day the technician doesn’t work, what do you do?
BOOK ON THE TECH ANYWAY-DISPATCH WILL CHECK WITH TECH TO SEE IF HE/SHE WANTS TO COME IN FOR JOB
How many active technicians are on staff at APHE?
76
When setting up a pop-up note for a blue sheet, what must be included along with DATE, TIME, INITIALS and PERTINENT INFORMATION?
WORK ORDER NUMBER FOR REFUND AND TYPE & AMOUNT OF PAYMENT REFUNDING BACK TO
How many active CSRs work at APHE?
12
What is missing from the Service Experience email template:
Customer Name and Work Order number:
Best contact phone number or email address:
Brief Description of Issue:
Technician:
Requested Outcome:
Invoice attached Yes or Invoice not available:
Requested callback from Manager Yes or No:
What was offered:
If the customer is calling to schedule a dig or an equipment install…what do we do?
SEND TECH CALL RETURN AND ADD NOTE: “If you need a preliminary appointment set up prior to the install, please reply all to this message and I will call the customer to get an appointment scheduled.”
Who is the newest active technician to APHE?
Dan Kracht
How long do we set the expiration date for permission to release info?
30 days
How many active managers lead APHE?
9
What step is missing in resolving complaints?
Build Value