Posted January 4, 2022
Provide technical instruction to resolve system malfunctions while remaining professional and reducing truck rolls.
c. After the third call with no answer, you may Resolve/Close the case.
c. If you call a customer based on a request and cannot reach the customer, make a case for a follow-up
call at a later time.
c. If there are situations where the problem is not able to be resolved over the phone (or the customer is
either unable or unwilling to troubleshoot) then you may offer an appointment.
d. For a service appointment, the customer will need to pay a service fee, have a protection plan
(warranty), or be willing to add a protection plan for services (unless the fee is waived by management)
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