work flow 2
New 'Customer Demo Area' (By Appointment ONLY) Read More
Abbott's Security — Call Guide
Initial Greeting
Say:
"Good morning/afternoon, Abbott's Security, [Name] speaking. Have we looked after you before?"
"Good morning/afternoon, Abbott's Security, [Name] speaking. Have we looked after you before?"
Fault Triage Checklist
CRM record open — keep pen ready for paper notes.
- Ask: "Is the system currently displaying an error code or flashing light on the keypad?"
- Check if the client is under a current maintenance agreement.
- Determine if it's an Intruder Alarm (IAS) or CCTV issue.
- Book engineer call-out or guide through remote reset if applicable.
Service Booking Checklist
Verify system type and check calendar availability.
- Confirm whether it is an annual intruder alarm service or a CCTV check.
- Check the calendar for available engineer slots in their area.
- Confirm pricing / contract coverage if applicable.
- Log booking details directly into CRM.
New Customer / Upgrade Checklist
Capture customer requirements for quotation.
- Establish property type: Domestic or Commercial?
- Identify interest: Intruder Alarm (e.g., Texecom upgrade) vs. CCTV.
- Note down specific requests (e.g., app control, extra camera zones).
- Take contact and address details for a callback or site survey.
General Call Handling
Standard administrative handling.
- Listen to customer query.
- Check account details or direct to the appropriate person.
- Log outcome in CRM.
