Information
-
Engineer Name
-
Tech Number
-
Job Number
-
Date of cancellation
-
Location (No house humber)
Cancellation Reason
-
Method of cancellation
- Overnight by customer
- Overnight by contact centre
- Overnight by Engineer
- OTD - Customer
- OTD - Engineer
- OTD - Contact Centre
-
Reason for cancellation
- Out card left
- Line of sight issues
- Health & Safety
- Date unsuitable
- Cable Issues
- Wrong details for job
- Adverse Weather
- Other reason
-
Detail of cancellation - Include code from contact centre
-
Photo where required - Use Skitch where appropriate to help visualise cancellation reason
-
Was second opinion given?
-
Details of person giving second opinion. - If no second opinion given, please provide reason why?
Closing the call
-
Has this cancellation been discussed with Team Manager/Cover?
-
Manager/Cover Name
-
Did the customer agree the reason for the cancellation?
-
Comments:
Thank You/ Apologise
-
Thank this customer for their time and apologise for the inconvenience they have had. Assure them that their feedback helps us to improve the quality of service we deliver.
Job sign-off
-
Customer Signature (where available)
-
Engineer signature
-
Send a copy of the completed document to Team Manager and cover Manager
Save a copy to your own iBooks for reference
