Difference between revisions of "Customer Service:Hotline-Logging Call into Hotline Incidents"
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==Hotline Incident== |
==Hotline Incident== |
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| − | #When the phone rings you must determine who is calling and log the call into Hotline |
+ | #When the phone rings you must determine '''who is calling''' and log the call into '''Hotline |
| + | ''' |
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| − | #Goto Incident Handling\Work with Incidents\, click 'F6' |
+ | #Goto '''Incident Handling\Work with Incidents\,''' click ''''F6'''' |
| − | #Enter Customer number or press 'F4' to locate account |
+ | #Enter '''Customer number''' or press ''''F4'''' to locate account |
| − | #Enter the Contact (the person you are speaking to) |
+ | #Enter the '''Contact''' (the person you are speaking to) |
| − | #Determine what they are needing and enter the Problem code |
+ | #Determine what they are needing and enter the '''Problem code''' |
| − | #Enter the Resolution code |
+ | #Enter the '''Resolution code''' |
| − | *If you are unsure of the correct code, press 'F4' to bring up a list to select |
+ | *If you are unsure of the correct code, press ''''F4'''' to bring up a list to select |
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Revision as of 16:47, 18 November 2016
Overview
- Answer incoming calls
- Log calls into ASW
- Determine the best action needed to get the desired results for your customer
Hotline Incident
- When the phone rings you must determine who is calling and log the call into Hotline
- Goto Incident Handling\Work with Incidents\, click 'F6'
- Enter Customer number or press 'F4' to locate account
- Enter the Contact (the person you are speaking to)
- Determine what they are needing and enter the Problem code
- Enter the Resolution code
- If you are unsure of the correct code, press 'F4' to bring up a list to select
Common Problem Codes
- GENINV – General Inquiry
- INV – Invoice
- MDC – Medical Device Complaint
- OERROR – Order Error – Picking/ Shipping
- ORDER – Order Inquiry
- ORDERS – Orders
- PE – Picking Error
- RCL – Recall
- REDIT – Re-Directed Cal
- RTN – Return Request from Customer
- RTNARC – Return: Narcotics
- STOCK – Stock Inquiry
Common Resolution Codes
Changing Hotline Status
Changing Hotline Handler
