Customer Service FAQ
Service Initiation
How do you confirm that a Service Request was initiated for a Customer?
Answer: The trade and item related to the Customer's Service Request will appear on the Service Job's title.
How do you complete Recall Service Jobs?
Answer: A Recall can only be performed on a completed Service Job. If the Service Job is NOT completed, then you must perform the standard workaround in ServiceBench.
Will Sears automatically get updated if you cancel or reschedule a Sears Service Job?Answer: Yes, Sears' scheduling system is synced with ours. Any adjustments made to the schedule will automatically be communicated to Sears.
What do you do when a Customer's phone number is associated with multiple contracts?
Answer: Display the latest contract and verify the contract with the Customer. Agents will see a "++" symbol on the CTI pop-up beside the contract number to indicate there is more than one warranty contract associated with the phone number.
How do you know if a Customer has called recently?
Answer: You will see an icon on the Zoho Desk CTI pop-up for Customers that have recently called.
How do you know what options to select when initiating a Service Request?
Answer: Selecting a Call Category changes the options you are able to select in Zoho, i.e., selecting Warranty will only show Warranty options.
How do you reopen a Case that wasn't assigned to a Service Provider (SP)?
Answer: You can select the Case on the Customer's Contact page under the Overview or Cases tab.
How do you help a Customer that wants to assign a specific Service Provider to their Service Job, like their neighbor?
Answer: Explain that our policy ensures we select the highest rated Service Provider based on the location and requirements for their Service Job. If the Customer insists, escalate the call.
Do you still update Customer Information in Timx SCM?
Answer: Yes, Agents will continue to update Customer Information in TimX SCM. Zoho will mirror these updates on the Customer's Contact page.
Helpful Links
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