Sending a voicemail/Отправка голосового сообщения - Hi, this is A-Fix service calling you to schedule an appointment for/regarding your *unit name*. Please call or text us back at number 425-880-9100, thank you! , Receiving a first call from an insurance company/Принятие первого звонка от гарантийки - Hi, this is *my name* with A-Fix, how may i help you today? *Their answer* Yes, could you please give me a workoder/dispatch/claim number for that? Дальше зачитываешь что написано в ноутсах, Insurance company wants to give us a new workorder from *some area*/ Гарантийка звонит чтобы предложить новую работу в список из *название местности* - Hi, this is A-Fix, could you please provide us with the workoder's zipcode first? *Check it, if it's an ok address then check the schedule of a tech* Yes we can work on that starting from *safest/most far option in the schedule*, Sears/Electrolux/Assurant client moment - Sears cx usually thinks they already have an appointment scheduled, you should tell them that: Yes we know about the appointment that they scheduled you, but unfortunately we're not available on that date and we'll need to reschedule you for a better date(or not if the offered date is ok). If CX asks why does that happen you can tell them that: Their system is not connected with ours and they don't have an access to our schedule and their offered dates might be incorrect., GIVE ME THE MANAGER/ПОЗОВИТЕ СЮДА МЕНЕДЖЕРА - Manager is not here we're a remotely working company and we can only give you his email: service@a-fix.net and his name is Denis, we'll also inform him about your problem and will try to update ASAP, What's a COD? / Что такое COD? - COD means Cash on delivery, but for us exactly it's a customer that works outside of the warranty, if you have one you should schedule them to the first available slot, they're more valued than the warranty works. *But not more than Recalls, Recall? / Повторный вызов? - If unit that we fixed got broken again we and it's not more than 30 days since last visit CX can contact their warranty and issue a recall with them, in that case we need to send out the tech that was there previously ASAP. Sometimes we can re send the tech without a recall, NEED TO BILL/BILLED STATUS - When the work is done, and the unit is working we're going to billout the work. First it goes to Billing Dep. having a Need to bill status, at that stage, the work is not closed yet and we can get it out to schedule again if CX says so, after Billing does their job the w/o is BILLED, for us it's the same as COMPLETE, if CX wants to re-open the work they will need to contact their Insurance and issue a recall, ETA ON PARTS/Когда прибудут запчасти - Ask the Parts Dep. about that and attach the claim number with it., No ETA yet/ Мы не знаем когда приедут запчасти - It usually means that the part are hard to get or they were ordered yesterday, in both cases the only thing that we can do is wait. CX will have to wait and they can't get anyone else from the warranty, Transfer/Передача работы другому контрактору - CX can transfer if the workorder is new(we didn't order any parts) and is not a recall. Transfer means that the client doesn't want to wait long for their appointment and will try to get someone else sooner by using their insurance company. It's ok if our schedule is full for a long time.,

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