Communicating Appointment Availability
Service Level Goals – T/C within 2 days, Installation within 5 days
Tips on communicating quota and availability.
When customers is experiencing issues with our services or setting up new services with us an appointment with a technician maybe required, the appointment date is always a point of discussion.
We do our best to have technicians available to all of our customers in a timely manner but, there are times when available appointments are out further than the customer would like. During those periods of high demand we may encounter requests for sooner appointments.
The Same type of conversation may also happen when a customer has a missed appointment. While we do our best to schedule same day …show more content…
If you sound disappointed about appointment options will surely make the customer feel disappointed about the option as well.
• Keep Calm - If the customer objects or gets upset, stay calm and work through the issue with them. Just like being positive carry over to the customer, so does keeping calm under pressure and they’ll more likely trust that you are eager to help.
Examples of When to Escalate for Sooner Quota
In certain circumstances, you will need to reach out for assistance regarding sooner quota. These situations should be limited to very specific criteria with few exceptions, as outlined below. In most cases you should offer what is already available, without seeking overrides, as the first option for your customer.
• Customers without phone service for an unacceptable period of time o In normal circumstances, this is 24+ hours
• Customer is threatening to cancel service(s) and/or go with another provider o Gauge the severity of the threat when handling their requests. If the customer is simply venting, you should still attempt to overcome their objections, as outlined above, rather than escalating
Service Level Goals – T/C within 2 days, Installation within 5 days
Tips on communicating quota and availability.
When customers is experiencing issues with our services or setting up new services with us an appointment with a technician maybe required, the appointment date is always a point of discussion.
We do our best to have technicians available to all of our customers in a timely manner but, there are times when available appointments are out further than the customer would like. During those periods of high demand we may encounter requests for sooner appointments.
The Same type of conversation may also happen when a customer has a missed appointment. While we do our best to schedule same day …show more content…
If you sound disappointed about appointment options will surely make the customer feel disappointed about the option as well.
• Keep Calm - If the customer objects or gets upset, stay calm and work through the issue with them. Just like being positive carry over to the customer, so does keeping calm under pressure and they’ll more likely trust that you are eager to help.
Examples of When to Escalate for Sooner Quota
In certain circumstances, you will need to reach out for assistance regarding sooner quota. These situations should be limited to very specific criteria with few exceptions, as outlined below. In most cases you should offer what is already available, without seeking overrides, as the first option for your customer.
• Customers without phone service for an unacceptable period of time o In normal circumstances, this is 24+ hours
• Customer is threatening to cancel service(s) and/or go with another provider o Gauge the severity of the threat when handling their requests. If the customer is simply venting, you should still attempt to overcome their objections, as outlined above, rather than escalating