Use email communication for the following scenarios. Be sure to include all of the information as documented below.
Access the tool from the first page of the booking tool or from the Champion folder on your desktop.
Email is required – look up appointment in Appointments Plus to find email
https://go.championwindow.com/RDI-Email-Form.html
Email Process Summary
*Call office for any same-day cancellations (requests within 24 hours) or reschedules before sending over email.
Cancelled Appointments
· When To Send: every time a customer calls and cancels the appointment
· Subject Line: Cancellation
· Include the Following Information:
o Customer name, address, phone number, email
o Appointment date and time
o Reason why (if provided)
Rescheduled Appointments
· When To Send: every time a customer reschedules the appointment
· Subject Line: Reschedule
· Include the Following Information:
o Customer name, address, phone number, email
o Original appointment date and time
o New appointment date and time
Same Day Cancel/Rescheduled Appointments
· When To Send: when customer requests to cancel or reschedule their
appointment that falls within 24 hours of current time and the local office
is not available to take the call
· Subject Line: Same Day Cancel/Reschedule
· Include the Following Information:
o Customer name, address, phone number, email
o Original appointment date and time
o Reason for cancellation (if applicable)
o New appointment date and time (if reschedule)
Service Concerns
· When To Send: When customers request service, and the local office is not available to take the call
· Subject Line: Service Request
· Include the Following Information:
o Customer name, address, phone number, email
o Product needing service
o Short description of issue
Escalated Customer Complaints
· When To Send: When customer mentions: BBB, lawyers, bad reviews or multiple call attempts have already been made. Email should be sent for EVERY customer complaint whether National Customer Care is reached or not.
· Subject Line: Escalated Customer Complaint
o Customer name, address, phone number, email
o Summary of complaint
Local Office Customer Complaints
· When To Send: When the local office is not available and customer is unhappy with local customer service
· Subject Line: Local Office Customer Complaint
· Include the Following Information:
o Customer name, address, phone number, email
o Summary of complaint
Champion Rep No-Show
· When To Send: Every time a customer says the Champion Rep did not show up for scheduled in-home estimate
· Subject Line: Champion Rep No-Show
· Include the Following Information:
o Customer name, address, phone number, email
o Original appointment date and time
o New appointment date and time (if applicable)
Missed Service Appointment
· When To Send: Every time a customer says the Champion Service Tech did not show up for scheduled service appointment
· Subject Line: Missed Service Appt
· Include the Following Information:
o Customer name, address, phone number, email
o Original appointment date and time
o New appointment date and time (if applicable)
Appointment Requests That Cannot Be Accommodate
· When To Send: Every time a customer requests an appointment that cannot be accommodate by RDI
· Subject Line: Cannot Accommodate Appt
· Include the Following Information:
o Customer name, address, phone number, email
o Requested appointment date and time
Call Back Request
· When To Send: If you are unable to get ahold of the local office and the customer requests a call back from the local office
· Subject Line: Call Back Request
· Include the Following Information:
o Customer name, address, phone number
o Reason for call back
o Requested time of call back (if provided)