Category: Training

Search for the Location, then click on pencil icon next to Customers name. The Edit Location box will pop up to the right, scroll down and look for “Preferred Technician”. Select a Technician, then click  

To update contact information verify you are on the Customer page. You will click on customer link, then click on the pencil. This will update on all locations as well.    

You will add a location to an existing account when the customer (homeowner shown on Bexar CAD) owns more than one location. Verify which address they request to be billed to, and that will be the main account. All other locations will be add-ons. If there are tenants that reside in the additional locations, you […]

We will create a new account when a customer is calling in that has never been serviced by Shafer before. Once you have clicked on the green bubble in the Calls screen page, select New customer highlighted in blue. You will fill in the customer’s name, address, phone number and email.   Next a screen […]

Dashboard All recorded calls, company metrics and booking percentage rate will be on this tab. Residential Daily Revenue: 1. Dashboard 2. Go to yesterday 3. Business Units (Drop down arrow) 4. Select None 5. Select HVAC – Residential Maintenance, HVAC – Residential Service, Plumbing – Maintenance and Plumbing – Service 6. Select Apply 7. Completed […]

Customer calling to see why we are “late” for an appointment, and we do not see one has been created: Apologize for the delay and do not disclose the mistake has happen. We are easy to business with and want to keep the customer happy and not escalate an irate call. Treat it like a […]

Ask the customer to email a copy of the backflow test requested by the city to service@shaferservices.com. Inform the customer they will receive a follow up call from Robe rt Stricter to schedule once email has been sent. If customer has not received a letter, ask description of why service is needed. Then skip to […]

Call Booking Ask each question assigned to the appropriate Job Type (questions show up in the Summary box) Assign corresponding tag for job priority (see list below): P1 – Schedule Same Day Water heater issues with a water heater that is 8 years old or older Whole home back up Water coming up the tub […]