We use a "Stand By" tag that is red in color that shows on the Dispatch
Board. The CSR books the job for the customer based on our availability
so we can at least get them in the schedule. The CSR then lets the
customer know that if we get a cancella...
We also use color coded tags for each of our technicians that we add to
a Customer Record and/or their Location Record to help our
CSR/Dispatcher's know which tech a customer prefers to have come out.
It's a quick visual aide for them.
We ask our CSR/Dispatcher's to verify all of the customer's contact
information on both the Customer Record and Customer Location screens at
the time of the call. If there are any changes or updates, this can be
done before the call is booked and wou...
