Following Up on Parts Orders

Guest Care Agent Follows Up on Parts

Once the service order appears on a tickle list, the Guest Care Agent must contact the guest if the part has: 

• Been received (proceed to scheduling a technician or mail out parts) 
• Not been received and two weeks have passed since part was ordered (we have an ETA, or we do not have an ETA). 

Parts Received

Once the part is received, the service order resolution has four possible outcomes: 

1. Arrange in-home service call 

2. Arrange in-shop COG 

3. Mail part directly to the guest 

4. Arrange with guest to pick up part 

To arrange an in-home/ in-shop service call

Use this process when an in-home / in-shop parts installation is required:

1. Open the Customer Service Order  

2. Review the technician report in the Problem Code & Text to identify time required for in-home service call. 

3. Call guest. 

4. Follow normal Arranging In-Home Service or In-Shop Guest Owned Goods procedures. 

5. Update the Audit Comments Log: 

       § Parts Received In-Home 

             - (Part) Received. Scheduled technician for in-home repair of (piece). 

             - (Part) Received. Scheduled in-shop COG repair of (piece). 

Note: If guest does not respond to 3 attempts of contact, over 1 week, proceed to Advise Guest of No Response - Parts Mailed. 

To mail parts to guests

Use this process when arranging for parts to be mailed to the guest from the local DC:

1. Open the Customer Service Order  

2. Review Technician Report in the Problem Code & Text to identify the part required to mail. 

3. Confirm parts are received by viewing the Parts tab 

4. Contact guest, confirm they wish to receive part by mail and confirm their shipping address. 

5. In the Customer tab, delete the route code in the Service Route field 

6. Enter in the mailing route code into the Service Route field 

       § CSWM (Customer Service Winnipeg Mail) 

       § CSTM (Customer Service Toronto Mail) 

       § CSCM (Customer Service Calgary Mail) 

       § CSEM (Customer Service Edmonton Mail) 

       § CSSM (Customer Service Saskatoon Mail) 

Note: If prompt appears, select No 

7. Choose the soonest date in the Service Date field 

8. In the Status dropdown menu, select Scheduled 

9. Update Last Contact to today’s date 

10. Update Next Contact for two days after the scheduled mail out date 

11. Update the Audit Comments Log 

       CALLED GUEST AND CONFIRMED THEY WOULD LIKE THE PARTS MAILED TO THEM. 

       CONFIRMED THE SHIPPING ADDRES. ADVISED PARTS WOULD TAKE APPROX10-14 

       DAYS TO RECEIVE IN THE LOCAL MAIL. 

Note: If the guest requires the part to be sent to a slip seat location for pick up, one final step is required, see below:

12. In the Instructions and Problem Code and Text, document what store location the guest would be picking up their parts from so the warehouse knows where to send the part(s). 

To arrange with guest to pick up part

There are times in which our guests may want to pick up their parts from the local distribution center or slip seat location. Below will provide you the process in which this is completed: 

1. Open the Customer Service Order  

2. Confirm parts are received by viewing the Parts tab 

3. Contact guest, confirm they wish to pick up part and provide guest with address and hours of the DC. 

4. Obtain expected pickup date from guest. 

5. Update the Last Contact to today’s date 

6. Update Next contact for 2 days after the expected pick-up date 

7. Update the Audit Comments Log 

       CALLED GUEST. THEY WOULD LIKE TO PICK UP
PARTS. PROVIDED HOURS AND ADDRESS OF DC. 

       GUEST ADVISED THEY WILL PICK UP THIS FRIDAY. 

Part is not Received - Two Weeks Since Order

Two weeks after a part is ordered, you must contact the guest to let them know the part's ETA. The ETA will be located in the Audit Comments Log of the Customer Service Order. 

Use the following process to follow up with guest re parts ETA:

1. Open the Customer Service Order  

2. Review the Audit Comments Log for ETA of Part(s). 

3. Contact the guest and notify of Parts ETA. 

4. Update the Last Contact for today’s date 

5. Update Next contact for day after expected ETA. If multiple ETA’s, select the latest receiving ETA, and set the Next Contact date for the day after expected arrival.  

6. Update the Audit Comments Log  

       CALLED GUEST, PROVIDED PARTS ETA (insert date provided). GUEST 

       AWARE WE WILL CALLBACK ONCE IN TO FINALIZE REPAIR.
 

Part Not Received by ETA Date

Use this process to follow up with guest re parts not received, ETA date past due: 

1. Open the Customer Service Order  

2. Review the Audit Comments Log for ETA of Part(s). 

3. Do one of the following: 

      § If we have a new parts ETA, call guest, and provide them the new receiving date 

      § If we do not have a new ETA, a Business Management Parts Service Desk ticket is required to determine the new ETA of the part(s). 

4. Contact guest and notify guest of new parts ETA or alternative solution. 

5. Update the Last Contact to today’s date 

6. Update Next Contact to one of the following: 

      § If we have a new ETA, set date for day after new ETA date 

      § If we logged a Service Desk ticket for a new ETA, set the date for 2 business days away 

7. Update Audit Comments Log to one of the following: 

      a) If we have a new ETA: 

              CALLED GUEST, ADVISED PART DELAYED, PROVIDED NEW ETA 

              (insert date provided). INFORMED GUEST WE WOULD CALL BACK 

              ONCE RECEIVED TO FINALIZE REPAIR. 

      b) If we sent a Service Desk ticket for a new parts ETA:

              CALLED GUEST, ADVISED PARTS DELAYED. SENT IN REQUEST TO 

              MFG TO HAVE A NEW DATE PROVIDED (insert Service Desk ticket
number). ADVISED GUEST WE WOULD CALL BACK ONCE WE HAVE 

              AN UPDATED ETA.