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Author Topic: warranty calls  (Read 474 times)

Offline dannyl

  • VIP Member
  • Member Since: Apr 2015
  • Posts: 9
warranty calls
« on: April 26, 2015, 09:52:22 PM »
How do you guys handle calls when they are set up from a third party? I have one appliance call center that tells the customer when I will be at their house. I have had the dispatching company telling my service lady we see you have an opening on this day at this time. I know they can't see what I have scheduled. They want short turn around time but our customers come first.

Offline wildimaginations

  • Technician
  • Member Since: Jul 2011
  • Posts: 675
  • Country: us
Re: warranty calls
« Reply #1 on: April 26, 2015, 11:27:15 PM »
I get the info on the customer and call them asap to schedule an appointment.  Most of the time, the customer is happy that we are accommodating their needs in a timely manner.

If they can't wait, then I just send them back to the warranty company to find someone else.  That's all.
Appliance Service Technician
Authorized servicer on LG appliances.
About 45 mins east of San Francisco

Offline andersenappliance

  • Technician
  • Member Since: Feb 2012
  • Posts: 834
  • Country: us
Re: warranty calls
« Reply #2 on: May 14, 2015, 08:05:44 PM »
If you run your own business, it is important that you are doing the scheduling.

I have a major customer, and once in a while, they presume to tell one of their tenants that I'll be there at such and such a time.  Whenever that is done, I correct them and tell them that I can be there at some other time.  Tactfully, of course.  But I am not going to be run ragged, or pressured on my schedule for someone else. 

If I allowed that, I'd soon find my own business to be intolerable.

Which is not to say that I am not as accommodating as I can be, but please.

 

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