Customer Concerns

Also see Helpful pointers on Discussing a Concern at the bottom of this screen.

Accepting a new Customer Concern inbound call (Call Center)

While on the call- click on the customer location within Svc Titan.
Find the specific job related to their concern.
Click on Forms and find Customer Concern 1) (CCR accepting cust phone complaint)
Click create on this form and enter details.
Save this form and it will be sent to the Call Center Manager thru a Svc Titan alert.
Get in touch with the Call Center manager to resolve the concern while the customer is on the phone live.

Resolving a Customer Concern (Call Ctr Mgr or Svc Mgr)

Find the job related to their concern.
Click on Forms and find Customer Concern 2) (MANAGER resolving their concern)
Click create on this form and enter details.
Click the edit pencil within the Job in Svc Titan, and enter the tag type of "Concern Resolved" so it can be seen when running new marketing campaigns & by the CCRs.
Fully resolve this concern with the customer (use the helpful hints in doing so).
Save this form and it will be sent to the Owner thru a Svc Titan alert.

NOTE: if you find it necessary to call the customer back, be sure to do so by clicking on the customer phone number within Svc Titan so that the call is recorded and stored in the customer account. To do this remotely- this can be done by setting up your office extension to forward to your cell phone, thus allowing you to pick up the call remotely from a cell phone.

Processing a Customer Refund and Technician Chargeback (Accounting & Owner)

Find the job related to their concern.
Click on Forms and find Customer Concern 3) (ACCOUNTING processing the refund)
Click create on this form and enter details.
Fully process the refunds and technician chargeback, and record them in this form.
Save this form and it will be sent to the Owner thru a Svc Titan alert.

NOTE: if you find it necessary to call the customer back, be sure to do so by clicking on the customer phone number within Svc Titan so that the call is recorded and stored in the customer account. To do this remotely- this can be done by setting up your office extension to forward to your cell phone, thus allowing you to pick up the call remotely from a cell phone.

Helpful pointers on Discussing a Concern with a Customer

Let them do the talking and share the core of their concern with you
Empathize with them and let them know you understand their concern and we're taking it seriously.
Ensure the customer that we'll be able to take care of them - get that out of the way very early so they understand they don't have to keep their guard up with us.
If a work quality related concern:
If a price related concern:
If related to other concerns:

Searching for New Customer Concerns (via forms in Svc Titan)

Click on Search button in toolbar of Svc Titan. (https://go.servicetitan.com/#/Search)
Select "Form" as the search type you're looking for.
Set Filter to "Completed" only
Select form of the one you're looking for: Customer Concern 1) (or 2 or 3)
Select Assigned to "Job"
Set Form Completed After (starting date range) (weekly date ranges)
Set Form Completed Before (ending date range) (weekly date ranges)
Search and click into the jobs shown