Repair status call handling
If clients call to check the status of a computer repair before 5PM on a weekday:
- Get the client’s first and last name plus their case number if they have it.
- Let the client know you will transfer them to Desktop Services.
- Begin to transfer the call to Desktop Services at 3-0279.
- Let the person who answers know the client’s first and last name plus case number.
- Complete the call transfer.
After 5PM, gather the client’s first and last name plus case number and ask the CSS working at the front counter to check on the status of their repair.
If the call comes in at Mugar when 533 is closed, explain to the client that our repair department is currently closed and someone will get back to them during the next business day. Gather the client’s first and last name plus case number, then create a ticket and assign it to Desktop Services.