Follow up on Third Party Depot in Home Service

Included in this article:

1. Overview
2. Follow up on a third-party depot in-home service call procedure 

1. Overview

Although the third-party depot works with the guest to schedule the home damage repair, it is the responsibility of the Guest Care Agent to keep in constant contact
with the guest to ensure that the third-party depot indeed scheduled the repair, and that the repair occurred to the guest’s satisfaction.  

2. Follow up on a third-party depot in-home service call procedure

Use the following procedure to follow up on a third-party depot in-home service call: 

1. Contact the guest to confirm that the third-party depot contacted them. Do one of the following: 

       § If the guest has not been contacted: 

             - Contact third-party depot and receive new ETA. 

             - Update the Last Contact date with today’s date. 

             - Update Next Contact date for 1 week. 

             - Update the Audit Comments Log. 

             - Notify the guest that the third-party depot will contact them shortly. 

       § If the guest has been contacted, continue to step 2.  

2. Do one of the following: 

        § The issue is resolved 

              - Update the Audit Comments Log and proceed to Closing the Service Order. 

        § The concern is in process 

              - Update the Last Contact date with today’s date. 

              - Update the Next Contact date for 1 week. 

              - Update the Audit Comments Log. 

        § If the issue is not complete 

              - Receive a new ETA date from the third-party depot. 

              - Update the Last Contact date to today’s date.  

              - Update the Next Contact date to two days after the expected completion date. 

              - Update the Audit Comments Log.