Call Taking

When you answer the phone, please make sure the customer can hear your voice with a happy tone and enthusiastic voice. It is especially important for the customer to know that we are happy to serve them.

When answering the phone please make sure that after you answer the call you go to the board and click on the bubble.

Please take the time to listen to the customer, the more they explain themself the more information the technician will have available to them before they arrive at the call.

It is especially important that you ask the customer how did they hear from us?

Make sure you give a 3 hr window to the technician to go to the call. Overlapping one hour.

Unless it is a difficult call where you need to involve another person phone calls should be done within less than 5 minutes per call.

Do not put the customer on hold and move to the other line for more than 1 minute. If by any chance the conversation in the other line takes longer go back to the customer and update him before placing him on hold again.

Please make sure that the person that you are calling to ask the question is aware that you have a customer on hold on the other line.

If the call is going to take longer than 5 minutes, please take the number and call him back.

Remember that our customer has the choice to call someone else so is especially important that we resolve the problem in a reasonable, timely manner.