As a technician, you should be aware of all business policies related to customer calls. You would not want to make a promise to a customer that you cannot keep. Also have a good understanding of all rules governing employees.
Customer Call Rules
These are examples of rules a call center might use to handle customer calls:
- Maximum time on call (example: 15 minutes)
- Maximum call time in queue (example: 3 minutes)
- Number of calls per day (example: minimum of 30)
- Passing calls on to other technicians (example: only when absolutely necessary and not without that technician’s permission)
- What you can and cannot promise to the customer (see that customer’s SLA for details)
- When to follow the SLA and when to escalate to management
Call Center Employee Rules
There are also rules to cover general daily activities of employees:
- Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.
- Do not exceed the allowed number and length of breaks.
- Do not take a break or go to lunch if there is a call on the board.
- Do not take a break or go to lunch at the same time as other technicians (stagger breaks among technicians).
- Do not leave an ongoing call to take a break, go to lunch, or take some personal time.
- Make sure that another technician is available if you have to leave.
- Contact the customer if you are going to be late for an appointment.
- If no other technician is available, check with the customer to see if you can call back later.
- Do not show favoritism to certain customers.
- Do not take another technician’s calls without permission.
- Do not talk negatively about the capabilities of another technician.
The following rules should be followed by all employees to ensure customer satisfaction:
- Set and meet a reasonable timeline for the call or appointment and communicate this to the customer.
- Communicate service expectations to the customer as early as possible.
- Communicate the repair status with the customer, including explanations for any delays.
- Offer different repair or replacement options to the customer, if applicable.
- Give the customer proper documentation on all services provided.
- Follow up with the customer at a later date to verify satisfaction.