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  • Seamless Service Codes - 1 Pager

Seamless Service Codes - 1 Pager


Included in this article:

  1. Overview
  2. Definitions, Service Status, Tickle Dates 
  3. Tickle Date Processing Timelines 
  4. Service Information 

1. Overview

A Customer Service Order has a Coordinator Code, Service Status and Tickle date which allows the guest care agent to manage both the Customer Service Order (CSO) and guest communication. 


2. Definitions, Service Status, Tickle Date


Coordinator Code

  • CSA Coordinator Code (Storis ID)

Service Status

  • Code that identifies what is currently happening with a product 
  • This is in the Merchandise tab of the Customer Service Order (Service Status)

            1. SCH - Scheduled Technician 

            2. ACD - 3rd Party

            3. COP - Customer Owned Pending

            4. COG - Customer Owned Good

            5. HDP - Home Damage

            6. EXC - Exchange

            7. PTS - Parts on Order

            8. CC - Call Customer

            9. PCL - Pending Close

           10. CLS - Hard Close


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Tickle Dates

  • An entered date in which the last and next Guest contact would be required 
  • Set Next Contact date based on your schedule and below table
  • Set Late Date based on the last conversation with the guest
  • This is in the Customer tab of the Customer Service Order 
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3. Tickle Processing Timelines

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Note: CSO's with PTS service status, the tickle date should be 2 weeks or the parts ETA, whichever is soonest. 


Note: CSO's being scheduled through Jenny will follow the below tickling practices

   - STG14 route can be tickled 3 business days after the estimated Thursday date

   - STG30 route can be tickled 1 week after the 1st or the 15th, whichever was selected first.

Example: 1st we would tickle for the 7th, for the 15th, we would tickle the 22nd


4. Service Information

There are three statuses we can use within the Service Date field which include, Pending, Estimated and Scheduled. The Service Date status is dependent on the situation at hand. 


      1. Pending

            a. No technician required (parts on order, home damage, etc)

      2. Estimated

            a. Technician is required

            b. Date not established with the guest

            c. Order will flow to Jenney for scheduling

      3. Scheduled

            a. Technician is scheduled

            b. Service Date is date technician is scheduled for


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Note: If a guest is submitting an Eva claim online, no CSO is required. Add Audit Comment Log notes in the invoiced sales order that the guest is calling in about. Within these notes you will want to include: 

  

      § What item(s) was the guest calling in about? 

      § What were their defects? 

      § Did we need to educate the guest on anything not being covered/warrantable? 

      § That we directed them to submit claim online via Eva  


Note: When assigning a customer service order to your name, remind the guest of the following: “I will be following up with you on your service file, my name is (insert name). If you request additional updates, please call 1-800-737-3233 and one of my colleagues will be able to review my notes on your file and update you, otherwise I will follow up” 


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