The page will assist Repair Center Helpers who are following up with client's who have not been contacted recently. This page will break down how often you should be contacting clients based on the status of their repair and provide a format for the emails to send.
Remember that when you call or email customers you are contacting them on behalf of the Computer Repair Center so you should let them know that is where you are contacting them from and have them contact the CRC if they have any questions.
Use this to inform customers that their computer is still pending a diagnostic. Send this out if the ticket has been in the system for longer than 2-4 days to update the client that the computer still hasn't been looked at for a diagnostic. Use this format when replying to emails:
Hello,
Your computer is still pending diagnostic, you will receive further notice once the computer has finished its diagnostic. If you have any questions or concerns you can give the repair center a call at 970-491-1998 or reply to this email.
Your ticket number is [insert # here].
Thanks,
[Insert your name here]
Computer Repair Center
Use this to inform clients that their computer is awaiting a part to come in. Just another way to update the client on where their repair is at if it has been an excessive amount of time, normally 4-6 days.
Hello,
Your repair is still awaiting a part to come in. We just wanted to let you know what is delaying the repair. Once the part comes in we will complete the repair and let you know when the work is done. Let us know if you have any questions. You can reach us by replying to this email or giving us a call at 970-491-1998.
Thanks,
[insert name here]
Computer Repair Center
Use this for clients who haven't replied to a phone call within a week. This would only be clients who have already received their diagnostic.
Hello,
We are still waiting for a reply from you about whether you want your repair done or not. It looks like you were quoted [insert amount of quote price] for a [insert type of repair]. Please contact us by phone or email and let us know if you would like to proceed with the repair. You can either reply to this email or give us a call at 970-491-1998. You ticket number is [insert ticket #].
Thanks,
[Insert Name Here]
Computer Repair Center
