Reception

What do we do if a client calls for One-off cleaning and on Call Answered we see a colleague's file (Hot Lead) from yesterday for the same service and there are no tasks in the file?

• We transfer to the Closers team

• We transfer to UK Domestic

What do we do if a client calls for Carpet cleaning and on Call Answered we see a colleague's file (Hot Lead) from today for the same service?

• We transfer to the Closers team

• We transfer to the colleague who made the file

• We transfer to UK Sales Domestic if our colleague is busy

• We leave external task

What do we do if an existing client calls for a New Job but we cannot transfer the call because all lines are busy?

• We leave a task in the last file of the client

• We leave an external task

• We leave an internal task

• We transfer to Closers instead

What information must we obtain from clients before transferring/leaving a task?

• Postcode

• Name

• Client's request

• Card details

What information must be included in a task?

• Source

• Client's phone number

• Client's email

• Client's card details

• Client's request

We transfer Removals calls to extension...

We transfer Business calls to extension...

We transfer Pest control calls to extension...

New Cleaning jobs are transferred to extension...

New Maintenance Jobs are transferred to extension...