Managing Concern Phone Calls

Transcription

1 Managing Concern Phone Calls When a customer calls your company because they are unhappy with the service they have received or have some other complaint, you can create a Concern Phone call in SuccessWare21. Concern calls can be related to a specific job and to a specific technician for reporting purposes later on. Once a Concern Call is posted into the system it will be added as Phone Call History to the Service Locations and an "Unresolved Concern" will be created. These Unresolved Concerns can be reported, edited and ultimately, once taken care of must be marked as "Resolved" to remove them from the Unresolved Concerns reports. The resolution recorded for a Concern Call will also be attached to the Location History for a customer. Concern calls are resolved in the Phone Call Review form. Examples of a concern call include: Customers with questions about their bill, Directions to your office, Complaints about service performed, and Driver complaint calls. NOTE: If a Non-Customer calls with a concern and you are able to gather and add Name and Address Information the caller will be entered into your existing database as a Prospect. Taking a Concern Call from a Customer 1. Open the CALL TAKING form by pressing F12 2. Press Insert to add a new record. 3. Select a Reason code from the drop-down menu associated with concern. The Call Reason that you select must be marked as concern when the reason was set up. (The choices will depend upon your setup of the Call Reason Reference Table.) The Phone Call Type will be marked as Concern. 4. If your company tracks whether calls are from men or women, select MALE or FEMALE. 5. Enter any detailed notes about the call in DETAILS. (DETAILS will become the Concern Notes for the Concern Call) SuccessWare, Inc. 1

2 6. If you can get the information, enter the customer s name, first then last. Then complete the other customer information fields. This information is not required for a Concern Call. If an existing customer is selected, the Concern will be attached to their history. 7. Continue to add any relevant information related to the caller with the concern and then press Page Down or tab past the last field on the form (PREF EMP) to access the Concern sub form of the CALL TAKING form. 8. Enter a BRIEF DESCRIPTION of the concern (this will default to Call Reason you selected) and CONTACT information related to the concern. 9. If the concern is related to a past job choose the job from the JOB NUMBER drop down. The primary tech on the job will default as the Employee (Concern Tech for reporting sake). This is only available when taking a concern call from an existing customer. 10. Press Esc to end the phone call 11. Choose Post. Viewing and Resolving Concern Calls Once a concern phone call has been recorded in SuccessWare21 it will be marked as Unresolved until the call is marked as Resolved in the PHONE CALL REVIEW form. The Phone Call Report and the PHONE CALL REVIEW form will allow you to find unresolved concern calls. Finding Unresolved Concern Calls 1. Open the CALL TAKING form (F12) and then press F11 to open the PHONE CALL REVIEW form. 2. Enter the appropriate date range and user information SuccessWare, Inc. 2

3 3. Choose Concern in the Type filter area 4. Choose Unresolved in the Concern filter area 5. Click Apply Unresolved concerns will be displayed. You can also find Unresolved Concern Call using the Snapshot view The Snapshot can be opened by going to the Main Menu, then select Management and then Snapshot. If there are unresolved concerns a button will display at the bottom of the form with the number of calls to be resolved. Clicking the button will open the Phone Call Review form filtered for only Unresolved Concerns. SuccessWare, Inc. 3

4 To mark the Concern as Resolved do the following: 1. Select the Call that you want to resolve and click Edit in the lower right corner of the window. 2. Checkmark that the call is resolved and record any applicable notes 3. The call can additionally be marked as closed, along with a date and user. 4. Post the call to update its resolved status The information recorded related to the resolution of the concern call will appear in the Location History (F5) of the customer. SuccessWare, Inc. 4

5 Reporting on Concern Calls The Phone Call Report will allow you to report on Concern Calls; both Resolved and Unresolved. It will also allow you to look at Concern Calls from the point of view of the tech who was responsible. Running the Phone Call Report 1. Open the Report Gallery and go to the Miscellaneous Group 2. Double Click on the Phone Call Report 3. Enter the data range you want to report on 4. Chose Concerns in the Type area 5. In the Concerns area chose whether you want to see only those that are Resolved, Not Resolved or both If you have selected to run the report for Concerns, you will have additional options available to you in the Grouping options. You can use these options to Group the report by the tech who caused the concern, the date of resolution or other options. SuccessWare, Inc. 5

6 6. Run the Report SuccessWare, Inc. 6