Ever get stuck on what you should be putting in your notes when talking with a client? Here is a great resource to assist with this.
Recommendation: Open an extra sticky note or a word document for the common responses and another sticky note for the Device issues. Then if a client called in, I would simply copy and paste it to my "client notes" sticky notes and edit the note with any additional details.
Reminder: Entering DETAILED notes on the account is required.
· Notes should NOT include abbreviations
· Must be professional and with proper sentences.
Common Notes
Client called for Mechanic Affidavit. Sent Affidavit form to __ Advised client to save receipts for all repairs. Advised to send the Mechanic Affidavit and Work Order to the email or fax number on the form.
Client called in and stated that their service and lockout lights are flashing _ times. Scheduled appointment for [Reason] at the [Location] for [date and time].
Client called to reschedule their appointment. Rescheduled appointment for
Client called and scheduled an appointment for
Client is in early recall and needs to schedule an appointment. Scheduled appointment for
Client is in a permanent lockout, scheduled a [reset/monitor]. The client needs to schedule an appointment and needs an override code. Scheduled appointment for …. Submitted override ticket [ticket number] .. Advised the client to have a fully charged car battery, paperclip (FC100), a credit card for the payment, and to be with the vehicle. Verified drive time, time zone, and best contact number.
Client got a lockout notification due to code ___ but the code hasn't popped up again. Informed client if it happens again to call us and we can schedule an appointment for the technician to look at the device.
Client queue call back. Left Voice Mail...
Client queue callback. Voicemail box is full...
Client called for a state transfer from ____ to ___ location in ___
Client called in and is in collections, advised the client of the balance on the account. (Breakdown of fees and dates calculated). Client wanted to settle with collections transferred to collections.
Confirmation Client called to confirm appointment. Reviewed account information and confirmed appointment scheduled: in the: shop.
Cancellation Client called to cancel appointment.
Battery/Vehicle Issues Client called to inform he has been having vehicle issues and wanted to report he will be charging/disconnecting the battery. Advised client that may be interpreted by the IID as an attempt of tampering and thus incur in a violation. Client just wanted to have the account logged in case such
Common notes w/ specific scenarios
Install Client called to book appointment for install. Called shop, confirmed availability, and scheduled install at
Reschedule Install Client called to reschedule the install appointment. Original appointment: new appointment: Confirmed availability with shop.
Deinstall appt Client called to request the removal of the appointment. As per notes and verification, client is eligible for removal. Scheduled for deinstall at
Reschedule deinstall appt. Client called to request the appointment for the removal of this be IID be rescheduled. Contacted the shop, they agreed and offered: . Client rescheduled from: to:
Deinstall Inquiry Client called to inquire about the deinst
Deinstall Confirmation Client called to confirm if eligible for removal. Nothing received yet, recommended to reach out to monitoring authority or allow 24-48 business hours for update.
Monitor Client called to schedule the calibration appointment, called the shop and confirmed availability. Scheduled at
Reschedule Monitor Client called to reschedule monitoring appointment. Original Appointment: Moved appointment to: Called to confirm availability with shop//No need to call the shop for confirmation
Violation/Reset Warning FC100 Client called to inform IID "service" & "lockout" lights are flashing X times, thus a reset/violation appointment must be scheduled before lockout. Called the shop and confirmed availability, scheduled client at
Violation/Reset FC100 Client called to inform his vehicle is locked out. After probing IID is displaying "service" & "lockout" steadily. Scheduled client at:
Violation/Reset Warning L250 Client called to inform IID reads "lockout starts on reason: ". Advised client to schedule for reset asap. Contacted shop and scheduled client at:
Violation/Reset L250 Client called to inform IID reads: "locked out, reason: violations".
Lockout Client called to inform the IID reads "locked" due to
Lockout FC100 Client called to inform IID's "service" & "lockout lights are flashing X times. Contacted shop to verify availability to receive client for reset violation appointment. Scheduled at
Vehicle swap Client called to request a vehicle swap. Reschedule Vehicle Swap
Call Back Queue System callback. No answer. Left a voicemail, LifeSafer callback number 1-800-634-3077.
Mechanic Affidavit Client called to advise his vehicle needs work. Mechanic Affidavit sent via email along with instructions.
Missed Appointment Fee Warning Advised of 24hours prior notice to change, reschedule, or cancel an appointment to avoid MAF.
Abort Error Client called to inform the IID keeps sending to abort and does not allow to take the test. Attempted to reach out to our On Call techs, no response. Client advised to slow charge the battery or tow the vehicle.
Missed Appointment Fee Informed a minimum of 24hrs prior notice is required or MAF may be assessed.
Missed Appointment Fee CREDIT Client will be requesting credit for MAF which he was advised, is up to lead/supervisor discretion based on account history.
Handset Base Error Client called to inform the IID keeps indicating "handset base, communication error" and does not allow to take the test. Attempted to reach out to our On Call techs, advised: or tow the vehicle.
Do Not Call Just Book shop listed as "Do not call, just book"
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