Call Handling Best Practices
This is what you should ask the driver to do before speaking to the customer.
What is handing the phone to the customer?
Customers should receive their delivery timeframe this many days before delivery.
What is one day before?
Go backs should only be submitted for this reason.
What is a driver’s error?
Add-ons are primarily for customers who experienced this.
What is a Bob’s failure?
This team must install sleeper mechanisms.
Who is the driver team?
Before starting an ROP or solution, you must first do this with the customer.
What is double-checking the information?
Customers should receive another timeframe update at this time.
What is the morning of their service?
Arriving before the delivery timeframe is an example of this.
What is a driver error?
Add-ons should focus on these types of concerns.
What are quality-of-life concerns?
If a driver team can’t install a sleeper mech, they should be referred here.
What is their depot?
This is something you should avoid doing during a customer call.
What is rushing paperwork, tickets, or notes?
This is the correct way to explain a rescheduled delivery timeframe.
What is explaining they’ll get a notification the day before and the morning of service?
Not following the proper NAH process qualifies as this.
What is a driver error?
The customer must be available for this when requesting an add-on.
What is the entire delivery day?
A ticket should be sent to this group if a team struggles with installation.
Who is the depot?
This helps ensure you fully understand the customer’s needs.
What is listening carefully and asking natural questions?
Timeframes should never be given without confirming this first.
What is the scheduled delivery date?
Leaving behind tools or merchandise that should be returned results in this.
What is a go back?
An add-on can only be scheduled on a day when this is happening.
What is an active delivery day?
A large order being denied a GOB or hold should be reported to this group immediately.
Who is leadership?
These should be provided throughout the call to show care and understanding.
What are empathy statements and genuine apologies?
Providing clear delivery expectations helps prevent this common customer issue.
What is confusion or frustration?
This situation should NOT result in a go back submission.
What is a non-driver error?
Best practice instead of an add-on is to do this.
What is scheduling an open date on the calendar?
Threats, weapons, or a team unable to leave a home must be reported to this group.
Who is leadership?