Follow Up to Customer After Pick Up/Resolution
To Confirm the Closing of UPC Ticket
Review the upc ticket to determine the original issues listed for a resolution
Confirm that the customer issues have been resolved from the assigned Requester (person working on resolution) or Manager, and that if a service issue the unit has been picked up by the customer.
Script : Customer has picked up their unit from service department
Hello, Mr./Mrs. ________________! This is ____________ from the FTRV Quality Assurance team. I see that you were scheduled to pick up your unit _____________, so we wanted to ensure your pick up experience went smoothly and that you received a walk through of the repair work completed and that your original issues (list line items/issues from original upc call) have been resolved?
If the Customer is Still Not Happy!
- I am sorry that those issues have not been resolved to your satisfaction, I will escalate this to higher management and have someone reach out to as soon as possible to see if we are able to get this taken care for you. If you have not received a call from upper management in the next couple of days then please call me back at 817-760-2123.
Thank you, and have a great day!
Script : Follow up on Refunds/Reimbursement Checks
Hello, Mr./Mrs. ________________! This is ____________ from the FTRV Quality Assurance team. I wanted to confirm you’ve received your refund/reimbursement check without any problems, we show that it was mailed out on (date).
Yes we received - fantastic, well if you have any questions or concerns in the future feel free to contact us for assistance and we’re happy to help.
No we haven’t got anything - okay, I apologize about that let me check with our accounting department (if mailed out more than 2 weeks ago) they may put a stop pay on that check and send you another asap, let me go ahead and confirm your mailing address, to ensure they’ve got it made out correctly.
Script : Voicemail if customer is not available for follow up
This is _____________ from FTRV quality assurance, just following up on your scheduled pick up from our service team.
We wanted to make sure we were able to resolve your original service issues and that your pick up went smoothly.
A callback is not required, however, you can reach us at 817-760-2123 should you have any questions or concerns.
Thank you, and have a great day!
If you are able to leave a voicemail for the customer, you may change the ticket status to RESOLVED, the ticket system will then automatically Close it out in 3 days, if there are problems still most customers will respond in that timeframe.