Service Manager Customer Visits

• Service Manager

• Review date

  Date

Stage One contact

• Did the service manager ring the night before<br>

  Yes

  No

  N/A

• Did the s/m introduce themselves and show Id badge if requested<br>

  Yes

  No

  N/A

• Only entered with customer details on clipboard and without tools<br>

  Yes

  No

  N/A

• Gain a full understanding of ALL concerns and address each one<br>

  Yes

  No

  N/A

• Ask is there anything else<br><br><br>

  Yes

  No

  N/A

Stage Two inspection and diagnosis

• Was there an internal inspection carried out and photographed

  Yes

  No

  N/A

• Was the work area prepared and blanket used

  Yes

  No

  N/A

• Was a resolution agreed with the customer<br>

  Yes

  No

  N/A

• Were the next steps and time scales fully explained to the customer<br>

  Yes

  No

  N/A

• All work inspected and approved by the customer

  Yes

  No

  N/A

• All work carried out to a professional standard and the work area left clean and tidy<br>

  Yes

  No

  N/A

• Maintenance demonstration and cleaning advice given

  Yes

  No

  N/A

• Customer happy to settle all issues and understands no further action required

  Yes

  No

  N/A

• Pictures checked before leaving the property

  Yes

  No

  N/A

Stage Three reporting and administration

• Settle obtained

  Yes

  No

  N/A

• Full and Comprehensive report rang through to tech services<br>

  Yes

  No

  N/A

• Was the report read back and confirmed as accurate with furniture id and picture numbers

  Yes

  No

  N/A

• Efficient routing of days calls

  Yes

  No

  N/A

• Presentation of service manager Uniform Shoes Shoe covers

• Service Manager

  Sign

• RCEM

  Sign

• Comments and feedback

• RCEM.V1SMCV.10.2014.PB