Making Call-Backs

When you are ready to call the customer, highlight that RO task and press the Callback button.

You will be given the opportunity to write a note about the call. This is your time to make very descriptive notes about the call with the customer. Document all questions and topics discussed. This will cover yourself in case the customer comes back and states you have not told them about specifics of their repair. Press OK and the note will be created. The call will be completed and turn into a Current Callback and will disappear from the list if you do not have them check-marked in your list.

The customer service department should keep this screen open all the time and when they have made callbacks on all ROS, the list will be empty. There will be times throughout the day that calls will appear back on the list due to Date Due changes. Notes should be in the RO so you can see why the change was made. Check with the Estimator to see if the customer needs a callback for this change.

The customer service departments goal is to keep the screen as empty as possible to ensure that customers are made aware of changes in the Due Date and kept up to date, so the customer does not have to call in.