Embedded Files
Version#: 1 Version Date: 23/03/23 Revised by: Joey Fulgencio
Version#: 2 Version Date: 23/03/23 Revised by: Joey Fulgencio
Description of Change: Added Process to the Process Map
Overview
This will determine if there are any special notes/instructions from colleagues.
This will identify if the customer has an existing Order Notes/Ticket concern, as well as previous concerns.
It will prevent creating multiple ticket/requests from the customers.
Identifying Ownership of customer ticket/calls
Procedure or Process Steps
If a customer raised their concern via Call.
***with order notes/related ticket***
1. Get Order number from the customer.
2. Verify the info on the Order Details if it will match the caller.
3. If it doesn’t match any of the info on the Order, educate the customer that it was a different info and we will be needing to speak with the account holder as, Warranty is nontransferable.
4. If it matches one of the info on the Order, kindly confirm the relationship to the account holder and write it down the Order Notes and proceed.
5. Once obtained, check at the top of the order, if there is any Alert Message set for instruction/notes
6. Check if there are any additional notes/instruction below the Order Notes.
a.1 — This will help to understand what transpires in the conversation from the previous person who handles their previous/existing concern.
a.2 — This will serve as an indication if there was already a communication/ticket/email sent to the customer.
a.3 — This should eliminate on creating/sending different multiple of ticket/email to the customers.
a.4 — The RED highlighted/TRUE, means that an email was sent to the customer.
a.5 — The GREEN highlighted/FALSE, means that was an internal note for the customer.
7. If Under Order Notes and an email was sent to the customer, we will be needing to check Linked Ticket or check under Customer History for any related ticket.
8. If the concern is same as current/previous notes from other representative, it can be transferred to that person who handled the concern first. NO need to send another/separate ticket.
a.1 — IF that person is on leave, yes it can be handled but need to leave a note on it.
a.2 — If that person, is on break/engage to another call/meeting/etc., if non urgent educate to forward their concern to his/her colleague to better understand and give proper assistance
a.3 — If urgent (escalation) then document and advised will forward it to the Service Manager for callback.
If a customer raised their concern via Call.
***without order notes/related ticket***
1. Get Order number from the customer.
2. Need to make sure No related/previous ticket/notes.
3. Verify the info on the Order Details if it will match the caller.
4. If it doesn’t match any of the info on the Order, educate the customer that it was a different info and we will be needing to speak with the account holder as, Warranty is nontransferable.
5. If it matches one of the info on the Order, kindly confirm the relationship to the account holder and write it down the Order Notes and proceed.
6. Need to document all the important conversation and info that customer and representative done to possibly fix the issue.
7. If email needed to send to customer, kindly send and tick the Email Customer below Order Note and hit Add order note, to send it to the customer.
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