Contact Manager - Contact Screen

The contact screen is the where all of the information for the consumer is entered. If the consumer has a previous transaction then some if not all of the information will be filled out already in the contact.

Contact Fields

The following fields are needed when making a contact/transaction for the consumer. If the consumers information is in the system all pre-filled information should be verified with the consumer.

Phone Number

• The agent should ask for the phone number including the area code on every call
• The phone number is important in case the call is disconnected or if the consumer needs to be contacted back later
• The phone number is needed when placing a warranty exchange (in case there is an issue with shipping ...)

First Name, Last Name

Address

• When a consumer gives the address the agent needs to verify it by double clicking the red box that surrounds the address information field. All complete addresses should be verified with the consumer and by the address verification.

Email Address

• All agents should be asking for an email address
• The email address allows us an alternate way of contacting the consumer that is useful when they can not be reached via telephone or if we send any kind of backorder notification...

Model Number Located on the bottom or back of the unit, listed as Model or Cat Number

Date Code

• Located on the metal prong of the plug or on some models embossed into a sticker located on bottom or back of the unit
• see Date Code Guide for more information

Type Number

• Place a 9 in this field

Incident Category

• This indicates if the customer has a question, complaint, Quality Issue ...

Reason

• This is the reason for the call (Example: "Inquiry - Features or Comparison)

Disposition

• This field indicates how the the outcome or how the contact was ended (Example: "Exchange Unit- In Warranty")

Where Purchased

• If unknown or not on the dropdown list you may select "other"

Comments

• Each agent should thoroughly document why the consumer was contacting us. The comments should state the reason that the consumer called, what we advised the consumer and any important information (this is important in case the consumer needs to contact us back the next agent will already have the information.

Saving the Transaction

It is important that you save the transaction

• To save the contact/transaction you would click Save (On the top left corner of the screen)
• After a new contact is saved a transaction number is created.
• The transaction number should be given to the customer.
• Please Note: When creating a new contact you must save the contact first before giving the consumer the transaction.

Example

Contact Manager