Task Types Explained

Complaint

What it is: Customer is unhappy with service, pricing, or experience.

Priority: 🔴 HIGH

What to do:

1. Escalate immediately - Don't try to resolve yourself
2. Review complaint details for context
3. Document any additional info

Important: ALL complaints go to the account team. No exceptions.

→ How to Escalate

Urgent Appointment Request

What it is: Customer needs immediate or same-day scheduling.

Priority: 🔴 HIGH

What to do:

1. Check immediate availability
2. Verify service area coverage
3. Schedule ASAP appointment
4. Confirm with customer
5. Close with "Booked Job"

If no same-day available: Offer earliest possible and explain.

Follow-Up

What it is: Previous interaction needs additional contact.

Priority: 🟡 MEDIUM

What to do:

1. Review previous conversation
2. Contact customer at scheduled time
3. Complete outstanding actions
4. Close original issue

Tip: Read the full history before calling.

Property Owner Verification

What it is: Need to confirm customer owns the property.

Priority: 🟡 MEDIUM

What to do:

1. Request proof of ownership
2. Verify address matches records
3. Update lead information
4. Proceed with service or decline

Appointment Reschedule

What it is: Customer wants to change appointment time.

Priority: 🟡 MEDIUM

What to do:

1. Find available alternative times
2. Offer 2-3 options
3. Reschedule appointment
4. Confirm with customer
5. Close with "Existing Job Reschedule"

→ Booking Appointments

Appointment Cancel

What it is: Customer wants to cancel service.

Priority: 🟡 MEDIUM

What to do:

1. Understand cancellation reason
2. Try to retain - Can you solve their concern?
3. Process cancellation if confirmed
4. Document reason
5. Close with "Existing Job Cancellation"

Other

What it is: Doesn't fit other categories.

Priority: Varies

What to do:

1. Assess the situation
2. Take appropriate action
3. Document thoroughly
4. Escalate if needed

Priority Summary

Quick Decision Guide

Is it a complaint?
  └─ YES → Escalate immediately
  └─ NO → Continue

Is it urgent?
  └─ YES → Handle ASAP
  └─ NO → Handle in order

Can you resolve it?
  └─ YES → Resolve & Close
  └─ NO → Escalate

Related Pages

• Claiming Tasks - Best Practices
• How to Escalate
• Completing Tasks