Leads are 1 minute guys/girls
This is horrible! My lead closed out my chat, barely giving me a minute to respond, all the while I was speaking with a quite irate customer...
(SYSTEM): Our corporate outage policy has been updated to allow leads to submit a kms for must do's rather than calling dispatch. If you need a must do, please open a question chat.
(jwashington): [10:00:28 AM] Problem/Issue: Customer claims without a shadow of a doubt that they were home all day yesteday and no tech showed, and no one called their home or their cellphone. There are no house descriptions, no door tag, no VM messages, no notes on account in any way to indicate we tried to call or actually did show to customers residence. Customer states he was told last night it could be as late as 8 PM, and if we don't show, he was guranteed it'd be carried over to first thing today. This does not follow normal PnP of tech leaving a house description on the w/o and/or account itself, I have a w/o scheduled in for this issue, but can we please call dispatch to see if we can pull this for our customer today, due to the no consistency with Standard Company PnP on this customers TC's from yesterday?
XXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
Sun Prairie, WI XXXXX
(SYSTEM): [10:00:28 AM] jwashington (XXX.XXX.XXX.XXX) has joined this chat session...
(SYSTEM): [10:00:29 AM] Lead has joined this chat session...
(jwashington): [10:00:34 AM] Good morning.
(XXXXXXXXX): [10:01:19 AM] hi
(XXXXXXXXX): [10:02:27 AM] I'll be happy to assist with our customer, just a moment while I check out this account, please.
(jwashington): [10:02:34 AM] sure thing thanks np
(XXXXXXXXX): [10:03:22 AM] Thanks for provding the account info, checking on this for us now, just a moment,please.
(XXXXXXXXX): [10:07:20 AM] alrighty, I apologize the order is cancelled due to customer not being home, also, not showing any notes were our customer was told we would run this today, I apologize, please RS the appt for us.
(XXXXXXXXX): [10:08:01 AM] May I assist with anything else today?
(XXXXXXXXX): [10:08:21 AM] still there?
(XXXXXXXXX): [10:08:55 AM] Closing chat due to inactivity if additional assistance is needed, please open another chat.
(XXXXXXXXX): [10:09:03 AM] Thanks, have a great day.
(SYSTEM): [10:09:11 AM] Lead has left chat session...
posted by The James @ 11/30/2006 09:39:00 AM
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