Operating Procedures

Procedures:

Voicemail/Busy/ No answer

(Same day)

1. Leave a voicemail

2. Send STF Link

3. Leave appointment on the current status

(Next Day)

1. Leave voicemail

2. Send STF link

3. Leave status as is

Cancelation

1. Cancel the appointment within the period it is blinking. (one hour before the requested time)

Customer agrees

1. Update the appointment using the STF page

   1. Use preview STF link

   2. Choose the time agreed on by the customer

   3. Update

2. Send a chat message to the technician, informing the customer agreed on a specific time and day

3. Customer declines

Update the appointment accordingly

1. Customer Cancellation Process - (Insert Cancellation Spiels link)

   1. Ops cancels - Offer 15% discount if no existing discount is added

   2. Ops cancels going – Offer appointment request on customer’s availability as a backup plan advised it would be prioritized

   3. Customer unsure of availability – Offer to push for a time after 4 weeks to save coupon code and have customer call in once availability is set (manual date and time update)

   4. Cancel – Offer 15% discount on future appointments via coupon code

2. Customer Reschedules Process

   1. Use STF Page

   2. Use Preview Link

   3. Choose this time does not work and find a date and time the customer agreed on

   4. Remove STF links on time frames behind the customer’s rescheduled time or declined hours

   5. If rescheduled time is not available on the link, choose to update the appointment

Cancelation

• The appointments should automatically cancel an hour before the scheduled time frame if unassigned however if an appointment has been resent out or remains on schedule manual updating should happen

1. Send "ask c/x to reschedule" power button

2. Cancel appointment as Ops

Rules

1. If already resent out by the technician offering the TS, check notes if details were provided regarding job being resent out

2. Always offer the soonest available time first

Appointment Status Update

• Notifying customers 3 hours before the time frame regarding their status that we are currently attempting to assign a technician for them

• Requesting additional information on the service request

• Always make sure you check the information if the service can be done or if any of the information is lacking