Dispositions

Froggy Jumps

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About this activity

Dispositions for Canceling & Classifying Calls

Created by

Chelsea Maynard

United States

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Dispositions


Froggy Jumps DispositionsOnline version Dispositions for Canceling & Classifying Calls by Chelsea Maynard 1 Customer's credit is rejected prior to us running the sales appointment a Duplicate Entry b Didn't Want to Pay Diagnostic c Credit Reject 2 Tech arrived and the customer wasn't home a Tech Was Late b Customer Not Home c Existing Service Provider 3 Cancelling because they found another company to come out that doesn't charge a diagnostic a Didn't Want to Pay Diagnostic b Existing Service Provider c Fixing Themselves/Having Friend Fix 4 The call was booked and we don't provide the type of service they need a Fixing Themselves/Having Friend Fix b Don't Do This Type of Job c The system began working again 5 Appointment was booked twice a Duplicate entry b Tech Was Late c System Now Working 6 Customer cancelled via text or email with no reason given a eSupport Cancellation b Old On Hold Job c Schedule Conflict 7 Customer says they reached their usual provider and cancelling the call in order to use them a Don't Do This Type of Job b Schedule Conflict c Existing Service Provider 8 The customer fixed themselves or had a friend fix it a Fixing Themselves/Having Friend Fix b Didn't Want to Pay Diagnostic c Found Someone Sooner 9 Job has been on hold for a long time & needs to be cancelled (when it doesn't fall into one of the other reasons) a Old On Hold Job b Duplicate entry c Credit Reject 10 Customer was able to secure service sooner than what we were able to provide a Found Someone Sooner b Didn't Want to Pay Diagnostic c Existing Service Provider 11 Customer wasn't able to be there during scheduled appointment window and refuses to reschedule a Schedule Conflict b Didn't Want to Pay Diagnostic c Fixing Themselves/Having Friend Fix 12 The system began working again a System Now Working b Fixing Themselves/Having Friend Fix c Didn't Want to Pay Diagnostic 13 When the customer cancels because we arrived outside of the time frame a Tech Was Late b Schedule Conflict c Customer Not Home 14 Abby transfers to a live family member and no one picks up - calltaker name changed to "CSR" a Abandoned Call b Telemarketer c Hung Up On Abby 15 Complaints about our radio ads or any other advertisements a Call Dad Marketing Complaint b Follow Up Call c Hang Up 16 Either a complaint call or someone who has made a request more than once without a response a Complaint or Called Before No F/U b Same Day Service c Follow Up Call 17 Any cancellation-the reason for cancellation is defined within the cancel reason selected on the job a Customer Called to Cancel b Customer Said They Would Call Back c Tech Late/No Call 18 Unbooked lead where the customer says they will call back a Customer Said They Would Call Back b Customer Wanted Price Over The Phone c Complaint or Called Before No F/U 19 Prank Caller a Dad Joke Caller b We don't provide the type of work (commercial, already purchased equipment, etc.) c Need Landlord Permission/Not Homeowner Calling 20 Unbooked lead where the primary objection is that they do not want to pay a diagnostic for us to come out a Didn't Want to Pay Dispatch Fee b Customer Wanted Price Over The Phone c Fixing Themselves/Having Friend Fix 21 Unbooked lead where the customer states on the phone call they do not have enough money for the diagnostic a Doesn't Have $ For Diagnostic b Didn't Want to Pay Dispatch Fee c Customer Said They Would Call Back 22 We don't provide the type of work (commercial, already purchased equipment, etc.) a Don't Provide Service Needed b Out of Service Area c Vendor 23 Any unbooked duct cleaning lead - notes should be added as to what the objection was a Duct Cleaning Unbooked (add Notes) b Don't Provide Service Needed c Parts Call-No Dispatch Follow Up 24 Cancelled via text or email with no reason given a eSupport Cancellation b Customer Called to Cancel c Abandoned Call 25 To be used when a caller is frustrated with Abby and hangs up the phone a Hung Up On Abby b Rental-Wouldn't Give Card Info c Customer Said They Would Call Back 26 Caller is not the homeowner a Need Landlord Permission/Not Homeowner Calling b Don't Provide Service Needed c Customer Called to Cancel 27 Zip code not on the list in Service Titan. Be sure we're listing the city or zip code these customers are located in a Out of Service Area b Don't Provide Service Needed c Abandoned Call 28 To be used when a caller has not received any updates on the status of the part a Parts Call-No Dispatch Follow Up b Customer Called to Cancel c Call Dad Marketing Complaint 29 Used for landlords that don't want to put a card on file prior to the service a Rental-Wouldn't Give Card Info b Telemarketer c Vendor 30 Used for any call where we can't accommodate the requested time from the customer a Same Day Service b Customer Said They Would Call Back c Don't Provide Service Needed 31 Any employment inquiry a Seeking Employment/Dad U b Vendor c Telemarketer 32 Used when the caller only speaks Spanish and we're unable to communicate with them a Spanish Speaker b Follow Up Call c Customer Said They Would Call Back 33 To be used when a customer is calling to complain that no one has shown up and it's outside of the time window (must not have received communication from dispatch already) a Tech Late/No Call b Parts Call-No Dispatch Follow Up c Complaint or Called Before No F/U 34 Any supply house or current company Call Dad uses a Vendor b Telemarketer c Seeking Employment/Dad U

Dispositions

Froggy Jumps

About this activity

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DispositionsOnline version

by Chelsea Maynard

Customer's credit is rejected prior to us running the sales appointment

Tech arrived and the customer wasn't home

Cancelling because they found another company to come out that doesn't charge a diagnostic

The call was booked and we don't provide the type of service they need

Appointment was booked twice

Customer cancelled via text or email with no reason given

Customer says they reached their usual provider and cancelling the call in order to use them

The customer fixed themselves or had a friend fix it

Job has been on hold for a long time & needs to be cancelled (when it doesn't fall into one of the other reasons)

Customer was able to secure service sooner than what we were able to provide

Customer wasn't able to be there during scheduled appointment window and refuses to reschedule

The system began working again

When the customer cancels because we arrived outside of the time frame

Abby transfers to a live family member and no one picks up - calltaker name changed to "CSR"

Complaints about our radio ads or any other advertisements

Either a complaint call or someone who has made a request more than once without a response

Any cancellation-the reason for cancellation is defined within the cancel reason selected on the job

Unbooked lead where the customer says they will call back

Prank Caller

Unbooked lead where the primary objection is that they do not want to pay a diagnostic for us to come out

Unbooked lead where the customer states on the phone call they do not have enough money for the diagnostic

We don't provide the type of work (commercial, already purchased equipment, etc.)

Any unbooked duct cleaning lead - notes should be added as to what the objection was

Cancelled via text or email with no reason given

To be used when a caller is frustrated with Abby and hangs up the phone

Caller is not the homeowner

Zip code not on the list in Service Titan. Be sure we're listing the city or zip code these customers are located in

To be used when a caller has not received any updates on the status of the part

Used for landlords that don't want to put a card on file prior to the service

Used for any call where we can't accommodate the requested time from the customer

Any employment inquiry

Used when the caller only speaks Spanish and we're unable to communicate with them

To be used when a customer is calling to complain that no one has shown up and it's outside of the time window (must not have received communication from dispatch already)

Any supply house or current company Call Dad uses