Why Verification is Important
Our verification process is one of the most important steps with the customer.
- It is our time to make a great first impression.
- It is our time to ask as many questions as we can so that our technician arrives as best prepared as possible.
- Information that is inaccurate could cause the customer frustration and may add additional expense to the service call.
Verifying information should be a part of the process every time we speak to a customer.
Efficient Technique
To be efficient, verify information by repeating it back as it is received. This confirms spelling, numbers, and details in the moment rather than at the end of the call.
Always restate at the end of the call
To assure you have captured essential service-call information, restate the following at the conclusion of the call:
- Telephone number and customer's name
- Address - check the spelling
- Best description of what the product is or is not doing
- Specific directions to the customer's home (if needed)
- Credit card (for landlord/tenant and business)
- When the customer will be called or emailed with their time frame
- Confirm scheduled service
