Embedded Files
Starting the conversation
Starting the conversation
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 want someone to come out and help go to number 1.
If they have a question - it may be that they want advice on a new laptop, have questions or what to explore options for repair. Go to number 2.
If it isn't clear go to number 3 - anything you are unsure of then book it in for us to pick up.
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. N.B if the date offered isn't soon enough, encourage them to accept the date and say you will speak to the office to bring it forward. Log this as an enquiry in zendesk.
Advise the customer that this is charged at £95 per hour (if they have concerns about cost - they can talk to an engineer first - go to number 2)
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.
ACTION - Book a Home visit
2
Want to talk to an Engineer
Want to talk to an Engineer
If they have specific questions - book a call with an engineer. They will be able to then find out more about the problem and take further action. N.B if the date offered isn't soon enough, encourage them to accept the date and say you will speak to the office to bring it forward. Log this as an enquiry in zendesk.
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. calls retuned in 24 hours Mon - Friday
Everything that you need to know to help our customers effectively
Notices
Notices
Current Operational Information about Your PC Guru
9am - 5pm.
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