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Everything that you need to know to help our customers effectively
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Notices
Notices
Current Operational Information about Your PC Guru
9am - 5pm.
Starting the conversation
Starting the conversation
How to help - where to direct the calls.
What is there problem?
What is there problem?
Find out what problem they are having - what device and what is wrong with it.
If they have a question - it may be that they want advice on a new laptop, have questions or what to explore an options for repair. Go to number 2.
If they want someone to come out and help go to number 1.
Take their details - fill out the form on calendly - always adding the phone number after the name.
Take their details - fill out the form on calendly - always adding the phone number after the name.
Responding to Customer Questions
Responding to Customer Questions
How to help - where to direct the calls.
1
Does the caller want to book a visit
Does the caller want to book a visit
This is where the customer needs a specific job doing and it needs to be in person. Usually they will ask for someone to come to them.
Advise the customer that this is charged at £95 per hour
ACTION - Book a Home visit
2
Want to talk to an Engineer
Want to talk to an Engineer
If you're unsure of what they need - book a call with an engineer. They will be able to then find out more about the problem and take further action.
Advise the customer that - This is a 15 minute call, the inital conversation is free, the engineer may suggest starting a remote support session which is chargeable the engineer will cover the details of this including costs before they start the session.
ACTION - Book a call
3
Have another enquiry (Including accounts enquiries)
Have another enquiry (Including accounts enquiries)
log the enquiry and send a message in the normal way.
Frequently Asked Questions
Frequently Asked Questions
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