Managing Pre-Call, Post-Call, and After Hours Service Calls

The service call process has many moving parts to it. The initial CSR call-taking, the pre-call process used before a technician arrives, the call itself breaking it down to the “Perfect Service Call” approach, and the debriefing with the service tech and customer — what happened at the technician level as well as a happy call to ensure satisfaction. This best practice defines some of the procedures a company can customize to support their philosophies on after hours and technician debriefing methods.