SMART Customer Service Call Handling
This is what A in SMART means.
What is Adding related products to customer's experience?
This is the #1 Article you should have up on your screen when taking customer calls.
What is IST-Overview and Resources?
This is the aux to use when you go to lunch.
What is meal 02?
This is the system we use to look up customer's for installations.
What is Installation Management System or IMS?
Name three categories that are handled by Service Coordinators.
What is any 3 out of this list:
Flooring, OTR, Dishwashers, Garbage Disposals, Storm Doors, Entry Doors, Garage Door Openers, Ceiling Fans, Faucets, Vanities/Vanity Tops?
We say, "I'd be more than happy to help with your concern today," for which SMART category and subcategory.
What is S/Willing?
Clinking on a blue hyperlink in an article will do this.
What is a hyperlink?
This is the button you would push to see all the information around the calls we've taken.
What is the work log?
This is how you send an installer a Trip Charge through IMS.
What is a payment request?
Installation of fences, decks, Patio Doors, Siding, Windows, Guttering and Cabinets and Countertops are handled by this Coordinator.
What is Project Coordinator?
Putting in complete notes in the timeline when you take calls and recapping the steps taken with the customer is what Category of SMART.
What is R/Review that we've met the Customer's needs?
This is what we use to review and work assigned tasks based on priority.
What is IST - Daily Workflow
This is the aux to use when you are going to your morning and afternoon breaks.
What is Aux 01?
This is what we would do if a customer has a post installation issue with their job.
What is Create a NB(non billable) work order/WO?
You do this in IMS every time you take or make a call on behalf of a customer.
What is document in the timeline?
This is the category and subcategory for when we resolve a customer's needs by providing the best solution.
What is M/Resolves?
This is the article you can find how to find and ETA from a manufacturer.
What is Vendor Portals?
This is the favorite button you should click once a call comes in so you don't immediately get another phone call.
What is After Call (ACW)?
These are the five ways we can look up a customer in IMS.
What is their phone #, job#, PO#, Name, or Email address?
Name 3 items that are not handled by the Installation Support Team Coordinators.
What are refrigerators, electric dryers, electric ranges, washing machines?
This is the T in SMART.
What is Thanking the customer and offering survey?
This is the article you would use if you have a missed punch.
What is Kronos and Payroll Issues?
This is the aux that you would use for a bathroom break or getting a drink when you are not on break or lunch.
What is Aux 93?
This is how we would communicate with customer through IMS if not by telephone.
What is send an IMS email?
This is who we would blind transfer a customer to for any issues with a major appliance that was installed.
What is the OEM (Original Equipment Manufacturer)?