Handling Revisit

Requests and Complaints

Handling Revisit Requests and Complaints

Occasionally, after a job has been completed, a client may reach out with concerns or requests for adjustments. It’s important for you to know how to handle these situations professionally, ensuring client satisfaction while adhering to company policies and protecting the integrity of our services.

Common Revisit Scenarios
One of the most common revisit requests we encounter involves the height of a mounted TV. While clients initially confirm the height during the installation process, they may later decide that they’d like the TV adjusted—either higher or lower.

Policy for Adjustments:
– Our policy clearly states that once the client confirms the mounting height during installation, any changes requested afterward will incur an additional dismounting and remounting fee.
– This fee is in place because:
– The technician ensures the client approves the TV’s height before completing the job.
– Clients receive instructions to confirm the work directly with the technician before they leave the site.

Handling Client Complaints or Requests for Revisit
If a client contacts us with a complaint or request for a revisit, follow these steps:

1. Acknowledge the Client’s Concern:
- Respond promptly and politely. Let them know that their issue is important to us and that we’ll take steps to address it.
- Example:
“Thank you for reaching out about this. We understand your concern and want to ensure you’re fully satisfied with our service. Let me check with our manager and technician, and I’ll get back to you shortly.”

2. Consult with the Technician and Manager:
- Before confirming anything with the client, discuss the issue with the technician who performed the job. This helps:
- Understand if the issue might be related to the original installation.
- Determine if the technician recalls confirming the TV height or other specifics with the client.

3. Evaluate the Situation Based on Policy:
- If the Client’s Responsible:
- For example, if the technician confirmed the height and the client approved it during the initial visit, kindly explain that a revisit would incur an additional charge based on our policy.
- If the Issue is actually from our side:
- For example, if the technician did not follow instructions or made an error, we may waive the revisit charge and resolve the issue at no extra cost to the client. This needs to be discussed and confirmed by the technician/the manager. Dispatcher are not authorized to confirm this part on their own.

4. Communicate the Final Resolution to the Client:
- Once you’ve confirmed the approach with the technician and manager, provide a clear and polite response to the client.
- Example:
“We’ve reviewed your concern with our technician and manager. Since the TV height was confirmed during the initial visit, any adjustments would require an additional dismounting and remounting fee of $[amount], as outlined in our policy. Please let us know if you’d like us to proceed.”
OR
“We’ve reviewed your concern and determined that this issue is related to the initial installation. We’ll send a technician to address it at no extra cost to you.”

Key Points

1. Never Confirm Anything with the Client Before Checking Internally:
Always tell the client that you will review their concern with the technician and manager before confirming a resolution. Avoid making promises or commitments until all details are reviewed.

2. Be Familiar with the Policy:
Clients receive a copy of our service policy, which includes the requirement to confirm the job with the technician before they leave. This policy protects both the client and our company, and it’s essential to reference it when necessary.

3. Remain Professional and Polite:
Even when enforcing charges or policies, tone and language are key. Maintain a friendly and professional demeanor to ensure clients feel heard and respected.

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