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TBC Customer reports completed job issue on EOL (SOP)

It is important to act quickly to resolve issues on completed jobs.  A customer may report an issue via the web form in Customer Support, phone or email.

Completed job issue is incomplete checklist

1. Find booking in AP and review pre and post checklist photos to check - if photos are missing from job then request from cleaner

2. On ZD ticket

  1. Use macro: Job checklist issue to SP

  2.  

    If no checklist items missed then use macro: Job issue no checklist items to customer
  3. If checklist items missed then use macro: Job issue checklist items to customer

Follow up

It is important to follow up quickly on communication with the customer and to escalate to Level 3 as soon as the customer is very unhappy.

If the customer has not already provided sufficient information or photos for an assessment