ELEKproTEK Service Request Handling Guide
This guide is designed to help our service manager handle customer requests efficiently and consistently. It includes step-by-step instructions, with links to the necessary forms, schedules, and emails. Follow this guide until the process becomes second nature.
Receive and Respond to Customer Contact
- Step 1.1: Answer the phone or respond to the email from the customer.
- Link: Customer Contact Form - Use this form to log customer details.
- Step 1.2: If the call is missed, return the call or reply to the email as soon as possible.
Collect Customer Information
- Step 2.1: Fill out or have the customer fill out the Customer Information Form with their details.
- Include: Name, contact information, address, description of the issue, and any relevant photos.
Determine the Type of Request
- Step 3.1: Assess whether the request is an emergency or a standard service request.
- Emergency Request: Requires immediate attention.
- Standard Request: Can be scheduled for a later time
Handle Emergency Requests
- Step 4.1: If it's an emergency, complete the Emergency Request Form.
- Step 4.2: Notify the emergency team via email at emergency@elekprotek.com.
- Include the details from the Emergency Request Form.
- Step 4.3: The most available technician should respond to the request. If no one responds, contact the service manager for additional support.
- Step 4.4: Collect a $500 deposit to confirm the availability of emergency support.
- Use the Emergency Deposit Collection Form.
Handle Standard Requests
- Step 5.1: If it's a standard request, schedule a time using the Scheduling Form.
- Choose an available time slot and confirm it with the customer.
- Step 5.2: Collect a deposit ranging from $100 to $300 depending on the type of request.
- Use the Standard Request Deposit Form.
- Step 5.3: If the customer is hesitant about the deposit, offer a free virtual inspection.
Conduct Free Virtual Inspection (if applicable)
- Step 6.1: Listen to the customer’s issues in-depth during the virtual inspection.
- Step 6.2: Provide a rough estimate based on the findings from the virtual inspection.
- Use the Virtual Inspection Notes Form to document findings.
Schedule and Confirm the Appointment
- Step 7.1: Confirm the appointment with the customer for either an emergency, standard, or virtual inspection.
- Send confirmation via Appointment Confirmation Email.
- Step 7.2: If the customer asks for an ETA, provide a time range (e.g., 5-6 pm) to allow flexibility for the technician.
Follow-Up After Initial Request
- Step 8.1: After the initial request is completed, follow up with the customer.
- Schedule additional appointments, provide quotes, or request feedback as needed.
- Use the Follow-Up Email Template.