Chat Tasks
Important
Backtrack chat/probe before responding
Review the notes and the previous messages first before responding to any inquiries
Repetitive questions will not be allowed
If clarity is needed, specify the clarification requested on the chat channel
Dispatch will always be the last response
We will always be the last response and the message thread always end with the dispatch's message
Acknowledgment
Make sure to acknowledge what the technician is requesting, notify them if you need to relay the information
Respond to the questions accordingly
Answer the questions based on the processes, do not respond with unhelpful answers
Proper relay of requests to the threads or personnel handling the appointment
Notations
As a general ruling, any update, information, or details located in the chat will be forwarded to the appointment related and threads
Empathy
Do not forget that empathy given to the customer's also applies to the technician
Do not engage if the argument gets heated
Notify a lead to deescalate