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Phones, Voice Mail and Their Etiquette

Philosophy

It has been set out that this company will not be interrupt driven by phones of any type. It is considered rude to turn away from someone while in a conversation only to give all your attention to another. Many people today do this when their phone rings but we will not.
It is also recognized that anyone working on a task is distracted from that task the second they change their focus to the phone.

As stated in the company’s Modus Operandi:
It is assumed you prioritize your personal life in some organized fashion so that priority one items assign themselves and all others are planned. That is to say it is assumed that personal phone calls are during break times and if necessary in between service calls as not to interrupt the flow of work.

General Rules

  • Technicians do not answer any phones at any time unless it is one of your co-workers or it is identifiable as being directly related to the Service Request or Activity you are working on at the time.
  • Always set phones to lowest audible setting (or vibrate) when in any office including at MPI.
  • Do not answer your desk or cell phone when you are in a meeting or giving someone else your attention.
  • If you do not get vmail notifications on your cell phone, try to check voice mail every other hour on the hour for best response time. A simple rule is every odd hour of the day. This allows for a check after lunch and as one of the last things in the day. See the Technician Time Management Guidelines section for more information.
  • No personal phone calls while on clients site ever!

Resetting the Interrupt

It is a fact that at one time or another you will find yourself on the phone with a client who needs attention but you cannot give it to them for one reason or another. The acceptable phrases to memorize and use are:

Common Answers to issues:

  • I’m going to help you get a Service Request put into the system so that the service coordinator can get it prioritized and get someone on it as soon as possible.
  • Even though you have reached me directly I am currently on another task / working with another client and can’t change my focus. I am going to help you … (see text above)

Voice Mail

  • Desk Phones have preprogrammed voice mail greetings and menus. No changes are to be made.
  • Desk phone voice mail passwords are blank and are to stay blank.
  • All company cell phone passwords are to be the same as the last four digits of the phone number for that phone. No exceptions.
  • All cell phone voice mails greetings must closely resemble the following statement and must contain the same information.
    “Hello you have reached the voice mail for Joe Engineer. Please leave me a detailed message and I will return your call as soon as possible. If this is of an urgent nature please call 800-438-4357 Opt. 1 for our Helpdesk. Thank you.”

Helpdesk Call Script

Call Received –

  • “MPI Helpdesk, this is _______________. How may I help you?”
    • Identify that call is requesting any technical information or support, otherwise transfer them on.
  • “Is this a new issue or is this related to an existing ticket?”
  • “O.K, let me help you with that.”

New Ticket –

  • “Please bear with me while I open a ticket for you so the issue can be properly tracked and resolved.”
    • Use your personality to keep the customer feeling cared for.
    • Be sure to relate your willingness to help them!
    • While opening the ticket, you MUST ask the following questions if the information is not know:
      • “What COMPANY are you calling from?”
      • “What is your NAME?” Or “What is the NAME of the user this is ticket is for?”
      • “What is the Site or location you are calling about?”
    • If there is no phone number for the CONTACT in the PSA:
      • “We don’t currently show any PHONE number in our system for you, can you please tell me the best number to reach you at?”
    • If there is no email address for the CONTACT in the PSA:
      • “We don’t currently show any EMAIL address for you in our system for you, can you please tell me the best number to reach you at?”
  • “O.K. Now please give me the DETAILS of your issue.”
    • Ask the right questions to get the complete Who, What, When, Where, Why and How of the issue! Ask for specific error messages, symptoms and outputs.
      Note: Do NOT troubleshoot the issue now. That is not the role you are in right now.
    • Select the most descriptive sentence from the DETAILS you have typed up and enter it as the SUMMARY for the ticket.
      Note: There is a 5 word minimum for Description!
    • Verify all CRITICAL SETTINGS for the ticket:
      • Status: Set to “In Queue” for basic Helpdesk tickets. Set to “New” for Field Service.
      • Source: Phone is the default
      • Priority: Priority 4 is default
      • Where: Remote is the Default
      • Budget Hours: 0.5 hours max. for most any Helpdesk ticket.
        0.12 hours min. (5 minutes)
  • “I believe we have everything we need so let me read this back to you.”
    • Read the DETAILED DESCRIPTION back to the contact and make any corrections necessary.
  • “Ok, we have a ticket in the system and our Technical Support will be working on this as possible and they will contact you if they need anything.”
  • “Have we addressed all of your current concerns for now?”
  • “If there is anything else we can do for you please give us a call.”
  • “Thank you and have a great day!”

Existing Ticket –

  • “Please bear with me while I find the ticket for you and we will get it updated.”
    • Use your personality to keep the customer feeling cared for.
    • Be sure to relate your willingness to help them!
    • When you find and open the ticket, you MUST ask the following questions if the information is not know:
      • If there is no phone number for the CONTACT in the PSA:
        • “We don’t currently show any PHONE number in our system for you, can you please tell me the best number to reach you at?”
      • If there is no email address for the CONTACT in the PSA:
        • “We don’t currently show any EMAIL address for you in our system for you, can you please tell me the address to reach you at?”
    • Read the Detailed Description, Internal Notes, and Resolution and look for and read the WITNS.
    • Communicate with the customer to get all new and useful information entered into the ticket.
    • Read back to the customer for verification all critical details. (Password, email, phone number, etc.)
    • Verify all CRITICAL SETTINGS for the ticket:
      • Status: The Status may not need to change but in general, if it was “Waiting on Client” and the information is now complete, set to “In Queue” for Helpdesk or “Schedule This” for Field Service.
      • Priority: Priority 4 is default – Do not re-set the priority to 4 but do evaluate if the Priority should change based on the new information.
      • Where: Remote is the Default – Do not re-set the Where to remote but do evaluate if the Where should change based on the new information.
      • Budget Hours: Evaluate if the Budget Hours should change based on the new information.
        Note: Do not just change the Budget Hours because you think “this sounds like more work”. If in doubt, leave it for the Service Coordinator or the Tech who catches this ticket.
  • “Ok, I have updated the ticket and our team will move forward with this updated information.”
  • “Have we addressed all of your current concerns for now?”
  • “If there is anything else we can do for you please give us a call.”
  • “Thank you and have a great day!”

Last Update: November 27, 2018  

November 23, 2018   263   Catheryn Felipe    Agile Service Delivery Run Guide  
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