14 Step Total Call Process - Call Customer with estimated time of arrival
- Locate reporting party and receive explanation of service concerns
- Run copier if possible and save the copy
- Identify and repair all actual problems
- If problem not found within one hour call field service manager
- Check PM counter, if within 10% of PM cycle perform PM
- Check drum for excessive wear. If beyond yield replace
- Install all software and firmware updates
- Clean all internal components related to system operations
- Complete call paperwork
- Check customer supply stock levels
- Present before and after copies to reporting party. Explain action(s) to resolve concerns
- If necessary, explain bill if customer is chargeable
- Clear Call
|
|
|
