I believe your wrong in the fact that the customer & the dispatcher doesnt know enough! The customers tell us as much info as they can. I know that usually the customer doesnt know much but that is where your job comes into play. If they tell the CRS what the unit is doing or not doing & the CSR relay's that info to the dispatcher then I would think that we pay technicians to figure out the problem otherwise we would all be out of business.Originally posted by isitfixedyet
OR IS THE TOPIC , WHO COMES FIRST THE CUSTOMEROriginally posted by acdispatch
Who comes first the customer or the Tech?
THE CUSTOMER DOESNT KNOW ENOUGH INFO TO MAKE A WELL informed decision, and the dispatcher, doesnt know enough either!
end of story-bottom line, period!
help your techs help you make money and pay your bills dont piss them off, because the customer doesnt want to pay their bill, or doesnt like the techs answers!
or any other reason.
work togeather and everyones happy!
I do understand that if there was a technician in the office at all times that they would be able to get some kind of idea of what is wrong & inform the tech that is going out there what maybe a possibility of what is wrong....but we pay techs more than office staff. I dont know any tech that would sit in the office & answer phones.
Answering phones is not a hard job but it does take a certain person to do it. You need people who like what they are doing to make the customer feel comfortable with your company. A new customers first impression of the company is the person that answers the phone & if that person is not happy with there job it shows across the phone even though the customer can not see you.