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Improved Service Control - nationally - Coggle Diagram
Improved Service Control - nationally
**COMMUNICATION (AC)
Incoming calls & updates
Consistent way of answering the phone :check:
Speed of phone answer :check:
Email response time :check:
Return Emails
Constant 30 minute return calls until resolved :check:
Be honest, but focus on the positive :check:
Active listening :check:
Crib sheet :check:
Engineer communication to customer and controller :check:
Own the call, never pass on responsibility :check:
Personalise and create ownership for job with engineer and customer :star:
Happy or not feedback :check:
Batch launch changes :check:
Campaign process :check:
Effective 1-2-1 (6 weekly) :check:
1-2-1 doc
:lock:
PROCESS (PW)
Effective escalation process
Standardised planner
Telephone system
Call monitoring / reporting
Fail over procedure
Review system
Job card process
Digitalise
Ipad/phone/tablet operation
Consistent nationwide
Parts Process
Major component ordering (contact Simon McCulloch)
Invoice / PO Process
Warranty Process
Out of hours contact form
FSC bonus scheme
FSC National Meeting
Campaign process
GROUND RULES (DP)
Set planner (FSE self change limited) :check:
Jobs / Visits per day :check:
Delegation of authority :check:
Brand standards
Additional image of overalls also being created - 23.07
Chronology per job :check:
TRAINING (CE)
Train FSC to be honest but technique to be postive
Self awareness
Training matrix
Behaviour / customer handling
Skills test
Basic product training
Warranty process training
Health & Safety
Up-selling
RELATIONSHIPS (DCorn)
CUSTOMER
FSE Patch
Field Service Controller to try and keep F/S engineers local to home post code if possible. Relationship and Customer pressure may not always allow for this
FSE regular visits
Plan manager visits
Regional Manager to plan diary better to free up time to allow for Customer Visits
Merchandise?
Regional Manager to plan visits
Regional Manager to discuss merchandise options DC has already spoken to Anna Farmer
Regional Manger to allow Controller or senior engineer to carry out visits if required
Controller building relationship
F/S Conrioller should already have buildt and are continuing to build relationships as this will help with
1) VOR Planning
2) Customer Expectations
3) Invoice queries
4) Difficult conversations i.e Getting caught on previous job
FSC Key Account Visit
EMPLOYEE
Weekly updates
Weekly updates to be done as part of the current teams manager weekly reporting
Warwick visits
Once New training School has opened make time for Warwick Visits and Training (J/S already has visited Warwick
High level budget understanding
Senior engineer and Field service co-ordinator to have access to F/S budgets and month end results (Already Done at Witham)
FSC with FSE for a day?
Regional Manger to make time for F/S controller to spen time with Senior engineer to get a better understanding of
1) Customer expectations
2) Time to travel
3) Time to carry out repair
4) H&S Implecations
Empowerment
Understanding FSE capability for job allocation
F/S co-ordinator/planner to have access to training matrix
F/S Controller to have a better understanding of time to job/ training Requirements, VOR and Customer Expectations
Field Service Controller to work with Senior Engineer when
1) Having difficulty planning as not fully understanding jobs times
2) Parts required
3) H&S Implications
Already being done at Witham
