Incoming Customer Service Calls

Confirm Scheduled Install Date:

VBG this is My Name speaking, may I please start with your name and the site address.

Supervisor Name and Site Address provided by Supervisor.

“Thank you Supervisor Name for provided these details. Please wait a moment whilst I bring up the details for this job.”

Open VBG System/Job List and search for site address (The supervisor may only say part of the site address – it is best to search for the lot/street number and street name they have provided. E.g:

If the numbers/street name was unclear, ask:

Could you please clarify the Lot Number and spell the street name?

Once you find the Job in the Job List, double click on the orange link as shown below to take you to the Job Master.

In the Job Master, find the Scheduled Install Date

If the Job is behind schedule:

“Supervisor Name, I can see that this job is scheduled for the Date Install Scheduled, but that you still have not had the job delivered. Could I please check a few details and get back to you?

In the VBG System/Job Master add a note: ‘The supervisor requested the SID date as this job is behind schedule, Please confirm this so we may inform the supervisor ASAP” select Alert Team and select the VBG Onsite Team.

If the Job on schedule:

“Supervisor Name, I can see that this job is scheduled for the Date Install Scheduled. If there are any changes to this we will let you know ASAP.


Callups:

VBG this is My Name speaking, may I please start with your name and the site address.

Supervisor Name and Site Address provided by Supervisor

“Thank you Supervisor Name for provided these details. Please wait a moment whilst I bring up the details for this job.”

Open VBG System/Job List and search for site address (The supervisor may only say part of the site address – it is best to search for the lot/street number and street name they have provided.

If the numbers/street name was unclear, ask:

Could you please clarify the Lot Number and spell the street name?

Once you find the Job in the Job List, double click on the orange link as shown below to take you to the Job Master.

In the Job Master, select Job Status: Called In

The system will then ask you to confirm Automated Alerts to be sent to the supervisor. Check that the alerts are correct and press send.