work flow 2
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Abbott's Security — Call Guide MK2
Phone Ringing / Greeting
Actions:
1. Look at mobile displaying number, write down the last 3 digits[cite: 1, 2].
2. Answer: "Good morning / Good afternoon, Abbott's Security"[cite: 1, 2].
3. Ask: "How can I help you?" then stay quiet and write down their problem[cite: 1].
1. Look at mobile displaying number, write down the last 3 digits[cite: 1, 2].
2. Answer: "Good morning / Good afternoon, Abbott's Security"[cite: 1, 2].
3. Ask: "How can I help you?" then stay quiet and write down their problem[cite: 1].
Have we been to them before?[cite: 1, 2]
Existing Customer Lookup
Action: Ask "What’s the postcode please?", enter into database, then ask for house number and open entry[cite: 1, 2].
Support Plan Status[cite: 1]
Priority Booking
Action: Try to get this booked in the same day if possible[cite: 1, 2].
Note: If Silver / Silver+ plan, mention that batteries and/or parts are chargeable[cite: 1, 2].
Note: If Silver / Silver+ plan, mention that batteries and/or parts are chargeable[cite: 1, 2].
Standard Repair / Service Flow
This automatically becomes less urgent[cite: 1].
Ask: "What make of alarm do you have please?" (Usually on keypad or panel)[cite: 1, 2].
Ask: "What make of alarm do you have please?" (Usually on keypad or panel)[cite: 1, 2].
Area Coverage Check
Action: Ask "What area do you live in?" as well as the postcode[cite: 1, 2]. Check postcode price list.
Out of Area
Action: Apologise to the customer and inform them we are unable to help due to distance[cite: 1].
System & Pricing Details
- Ask for the make of alarm (keypad or control panel)[cite: 1, 2].
- Give them a price (repair/service) according to the postcode pricelist and make of alarm (No fix no fee)[cite: 2].
- Ask for name and postcode (enter into postcode finder, confirm street name, then ask for house number)[cite: 2].
Booking Rules & Time Slots
- Time Slots: 8-12, 10-2, or 12-6 (Never offer smaller than 2-hour window!)[cite: 2].
- Latest Time: Latest slot is 3:30-6pm unless authorised by senior staff[cite: 2].
- Availability: Check calendar availability and only offer open slots (do not overbook)[cite: 2].
- Contact Number: Always try to get a mobile number for confirmation texts[cite: 2].
Closing Script (If Mobile Provided):
"Brilliant I will get that booked in for you now, I will send you a confirmation text shortly and the engineer will give you a call when he’s on his way on the day."[cite: 2]
Closing Script (If NO Mobile):
"Brilliant I will get that booked in for you now and the engineer will give you a call when he is on his way on the day."[cite: 2]
"Brilliant I will get that booked in for you now, I will send you a confirmation text shortly and the engineer will give you a call when he’s on his way on the day."[cite: 2]
Closing Script (If NO Mobile):
"Brilliant I will get that booked in for you now and the engineer will give you a call when he is on his way on the day."[cite: 2]