Work order notations must be updated daily to ensure timely follow-ups and compliance with our requirement to maintain up-to-date records.Â
NOTATIONS TEMPLATES:
1. BASIC CALL LOG TEMPLATE: (For inbound and successful Outbound only where you spoke to an actual person)
Call direction:
Caller name and type:
Reason for call:
Summary of Call and steps taken to resolve issue:
Next Steps to take and when:
If (inbound or outbound)
(who/where are you calling to)
(why are they calling or why are you calling them?)
(Detailed Notes)
EXAMPLE:
Call direction: Outbound Call
Caller name and type: Technician Ivan
Reason for call: Follow up on parts availability and estimate
Summary of Call and steps taken to resolve issue: I have followed up with the technician if he has heard anything back from the blinds/curtain supplier but he said that he had followed up with them yesterday, Monday, and today and he has yet to get confirmation regarding the availability of the blinds - he is hoping he'll hear back before the end of the day and will let us know of the status and estimates.
Next Steps to take and when: Update the PM regarding the conversation with the tech now and follow through before the day ends regardless if the tech provides an update or not
2. BASIC NOTE TEMPLATE: For daily updates and unsuccessful outbound (VM, CBR, No answer)
Current Status:
Reason for Update:
Scheduled Date:
Action Taken:
(WO Status)
EXAMPLE:
Current Status: In Progress
Reason for Update: Pending approval from PM
Scheduled Date: N/A
Action Taken: Called PM to follow up on approval - reached VM - Left Message, sent a chat through the portal and sent an email as well. Waiting to hear back from PM and will follow up again tomorrow.
3. WHEN ASSIGNING 3rd PARTY TECHS:
Assigned 3rd Party Technician
Reason for going 3rd Party:
Appointment ID Date & Time:
EXAMPLE:
Assigned 3rd Party Technician
Reason for going 3rd Party:We only have 1 in house tech with PM certification - called tech and sent him an SMS and chat message, gave time for him to respond but did not receive any
Appointment ID Date & Time: 1234567 03-20-2024, 5-8 PM