- This topic has 5 replies, 6 voices, and was last updated 22 years, 7 months ago by
.
-
Posts
-
To kick off what kwatt is going off about regarding the AGM you might like to read and digest the following:
1) Initial incoming call from customer must be answered by the person who can book the service call.
2) The service visit should be booked:
a) an anytime call within two days
b) “am or “pm” outside of two day service
c) Specific times(0800 to 1600) outside of two day service
for example “after 3.15pm” “avoid school”
d) 1st or last (1600) calls at our discression
3) A Saturday service call(anytime only)
4) Always having an engineer in the postcodes to respond to a recall the same day or next day(depending on time of recall)
5) Being able to maintain speed of service when your engineers take their holidays, etc etc.
6) Call avoidance,stopping the engineer going to reset Timers on auto etc,etc.This is already worked by me.I reckon its pretty sound and I would like your views,comments, that I can improve on what I do and ultimately share the idea among all who can see this forum.
regards
Ted 8)Looking good to me, even though I don’t do weekends unless there is enough work to justify it or someone that pays enough to justify offering it! 😉
As for holidays, sometimes a slight disruption is unavoidable but it’s usually pretty well planned to avoid as much as possible, any slowdown in response. I think that’s a thing we all just have to manage as best we can really.
BTW, this thread is VERY important, please leave comments even if you’ve never posted before as the more information the better this can be idea will be for all.
K.
Ted, that’s pretty much the guidlines we work along at the moment.
We aim to offer next day service, if an all day call is acceptable, following day if an am or pm is required.
Saturdays or weekdays before 09.30 or after 16.30 are arranged at a mutually agreed time. Quite often these days, we are phoning customers at work while on route to allow them to work, then just leave to allow the engineers access.
Recalls are given high priority, especially if it is an obvious mis-diagnosis.
Holiday cover usually means the office bound engineer doing some real work (me) 😉 Or I have a couple of local lads I can rely on.
The people who take the calls are well used to the syptoms of an oven timer on auto or a blocked filter, we try and advise them on this before booking what may be an unness…..unessar……..sod it, avoidable call.
Dave.
May I congratulate Ted on providing his customers with a service second to none. A standard that no manufacturer that I know of, at this point in time could emulate. In fact two manufacturers to my certain knowledge are actually quoting thier customers four weeks for a first visit. They cant’ do with ten engineers, what we used to do for them with four !
I will use Teds list and numbering to equate my service standard.
1, as per Ted
2, ” ” “
2a, ” ” “
2b, ” ” “
2c, I am affraid I am not prepaird to give a specific timed appointment.
we are all aware of jobs that can sometimes go pear shaped. Or indeed the reverse when the day goes exceptionally well and you are stuck outside someones home waiting for them to arrive. No A.M. P.M. is as far as I am prepaird to go.3, Saturdays are regarded as overtime by my staff. therefore provided there is enough work to fill a Saturday and the customers are prepaired to pay the addional cost involved. and an engineer is willing to work the on a Saturday Then I dont have a problem.
4, As per Ted
5, Is an unrealistic proposal for the numerous one man bands within our organisation as well as the smaller service providers, especially in very rural areas.
Best Regards Del
In response to Ted’s numbered points
1) absolutely essential – I am the only one in the office who deals with customers – if I am not here my assistant takes message and I call customer back – Not always possible with some companies but I like to be first and last contact with all customers and WPs alike. Always leave mobile number if I am out for a day.
2 a) Agreed
b) Our AM calls are between 8 AM and 2 PM and our PM calls are between 12 PM and 6 PM – that way if our engineers are running late or early the 12 – 2 timeslot can be filled by AMs or PMs
c) Never give specific times. When booking call always ask customer to call me on the day if they need to go out so I can give a 2 hr window timeframe
d) 1st calls are before 10.30 but are usually dealt with by 8.30 – it gives a realistic cut off time due to London traffic etc. Dont give last calls – like my engineers to be out of Central London by 4.00
3) Never work Saturdays – but so far never been a problem
4) Agreed
5) Agreed
6) This relates to first point. I have done a refrigeration course myself and can sometimes diagnose minor faults over the phone, order the parts for it and only one visit to fit same. I think its important for office staff to have some knowledge of the industry – and I have to say it gives the customer a hell of a lot of confidence in the company.Thats my contribution!
We always book the call live whilst customer is on the phone.
We try to avoid timed slots as we are too busy and it is easier to plan a day’s work without the added burden of time slots. Some of our calls are over 60 miles from the office, on busy country roads. The Summer holiday traffic is a joke & can make times impossible. We advise customers that any time we offer may turn out to be unrealistic due to delays of various types, therefore they are better off with a home all day slot. We will phone mobiles or work numbers in advance to assist the customer etc.
Staff holidays can cause great problems. 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of our engineers have school age kids and need to book holidays in the 6 week summer break. This summer we constantly had 2 engineers on holiday, plus 1 with a broken collar bone. We have struggled since end of July with 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} staff levels and 3 fridge engineers off for one reason or another.
Saturdays we have engineers working, but that is to our convenience, not the customer’s.
Pre-call planning is important to us as we cannot waste the time resetting timers checking filters etc. In addition we look at each call and do our best to allocate parts etc. Not easy when a customer tells you her dishwasher isn’t draining and when you get there ask if you have brought a fascia panel as hers is split. If the address sounds remote, we always get full directions. It’s amazing how many call their house something but neglect to display any signs, then they say, ” Oh nobody can find us, I thought the girl must have known where we are, she didn’t ask”.
The favourite is Fridge not cold, you drive miles, walk in the kitchen and greeted with a fridge freezer, turned off with both doors open. When I was on the raod I used to say, “no wonder it isn’t cold enough, someone left the door open.” We ALWAYS endorse the paperwork, advised to leave switched on”. If it is off, we walk out immediately and tell the customer to phone the office & rebook for next week.
- You must be logged in to reply to this topic.