Dispatch Note Templates

Dispatch Note Templates

To streamline our Job Notes and improve the status updates provided to SPs and Customers, use the following Dispatch note templates.

Please only include relevant data elements in your notes. The template is a guide and if you do not have information for that topic, do not include it in your notes. 


NOTE: Please remember only Sears and GE have integrated calendars with confirmed appointments times.
IF you assign a job to Sears, GE, or Whirlpool, THEN relay the scheduled appointment information to the customer AND include in the service job notes. 
IF you assign a job to any other provider, THEN do NOT add a specific date/time in the notes OR relay to the customer.

Customers with an email address on file receive a confirmation email with the job information, and we should ask them to wait 1 business day to contact the provider if the SP has not reached out.

Use the Setting Expectations: Service Appointment scripts to properly set service expectations with our customer. 


Scenario

Note Type

Note Template

Standard Job 

Standard Job Note - Private

Dispatch Note:


Customer Recording Disclosure: Yes or No (If no, Place Reason you didn’t use the Disclosure) –


Relayed SJ Expectations to the Customer

Called the Following Providers:


Details for the Below Should include: Company Name/ The contact person’s name you’re speaking with / Travel fee notes if applicable/
Note if recording disclosure was stated for each SP and if not, note the reason:


Details (Additional Information – Copy/Paste appropriate reason listed below):


  1. Does not Answer:
  2. Does not Service area/declined travel fee:
  3. Does not service item/brand:
  4. Which Company/Contact person name that accepted the job, with travel fee if applicable:
  5. Cinch Calculated Amt/Mileage:
  6. SP AMT Requested:
  7. AMT Approved:

Standard Job – Public with Email

Dispatch Note:

SP Assigned:

  1. Contact person name that accepted the job, with travel fee and Mileage round trip (if applicable): Please contact the customer to schedule the appointment. 

Calendar Appointment date/time: (If applicable)

Accepted job by email: (Y/N):  

Recall

Recall – Private Note

Dispatch Note - Recall:

Customer Recording Disclosure: Yes or No (If no, Place Reason you didn’t use the Disclosure) –


Relayed SJ Expectations to the Customer

Recall Original SP accepted Job (Y/N): –


If no, did you create SPF General Conduct Exception: (Y/N): –


Can Assign Recall by Calendar? –


Called the Following Providers:


Details for the Below Should include: Company Name/The Contact of Person you’re Speaking with/ Travel fee notes if applicable/

Note if recording disclosure was stated for each SP and if not, note the reason:

Details (Additional Information – Copy/Paste appropriate reason listed below):


  1. Does not Answer:
  2. Does not Service area/declined travel fee:
  3. Does not service item/brand:
  4. Which Company/Contact person name that accepted the job, with travel fee if applicable:
  5. Cinch Calculated Amt/Mileage:
  6. SP AMT Requested:
  7. AMT Approved:

Recall - Public with Email

Dispatch Note - Recall:

SP Assigned:

  1. Contact person name that accepted the job, with travel fee and Mileage round trip (if applicable):

Please contact the customer to schedule the appointment.


Calendar Appointment date/time: (If applicable)

Accepted job by email: (Y/N): 

APO

APO - Private Note

Dispatch Note - APO:

Customer Recording Disclosure: Yes or No (If no, Place Reason you didn’t use the Disclosure) –

Called the Following Providers:

Details for the Below Should include: Company Name/The Contact of Person you’re Speaking with/ Travel fee notes if applicable/ Note if recording disclosure was stated for each SP and if not, note the reason:

Details (Additional Information – Copy/Paste appropriate reason listed below):


  1. Does not Answer:
  2. Does not Service area/declined travel fee:
  3. Does not service item/brand:

Customer Name:


Assigned to APO (Y/N):


Reimbursed deductible and surcharge (Y/N):


Customer Email Sent: (Y/N)


Details/Customer Concerns:



Relayed APO Instructions.

Medical Emergency

Private Notes

Dispatch Note - Medical Emergency:

Customer Recording Disclosure: Yes or No (If no, Place Reason you didn’t use the Disclosure) –


Relayed SJ Expectations to the Customer

Called the Following Providers:

Details for the Below Should include: Company Name/The Contact Person Name you’re Speaking with/ Travel fee notes if applicable/ Note if recording disclosure was stated for each SP and if not, note the reason:

Details (Additional Information – Copy/Paste appropriate reason listed below):


  1. Does not Answer:
  2. Does not Service area/declined travel fee:
  3. Does not service item/brand:
  4. Which Company/Contact person name that accepted the job, with travel fee if applicable:
  5. Cinch Calculated Amt/Mileage:
  6. SP AMT Requested:
  7. AMT Approved:

Medical Emergency

Public with Email

Dispatch Note - Medical Emergency:

SP Assigned:

  1. Contact person name that accepted the job, with travel fee and Mileage round trip, Overtime (if applicable):

Accepted job by email: (Y/N):


Spoke to the Customer advised of Date and time with the SP that was assigned. 

Jobs -5 or Higher

Private Notes

Dispatch Note - Dash 5+ Job:

Customer Recording Disclosure: Yes or No (If no, Place Reason you didn’t use the Disclosure) –


Relayed SJ Expectations to the Customer

Called the Following Providers:

Details for the Below Should include: Company Name/The Contact of Person you’re Speaking with/ Travel fee notes if applicable/ Note if recording disclosure was stated for each SP and if not, note the reason:

Details (Additional Information – Copy/Paste appropriate reason listed below):


  1. Does not Answer:
  2. Does not Service area/declined travel fee:
  3. Does not service item/brand:
  4. Which Company/Contact person name that accepted the job, with travel fee if applicable:
  5. Cinch Calculated Amt/Mileage:
  6. SP AMT Requested:
  7. AMT Approved:

Area Manager E-mail Sent: (Y/N)

Service Provider Verbal Confirmation: (Y/N)

Jobs -5 or Higher

Public with Email

Dispatch Note – Dash 5+ Job:

SP Assigned:

  1. Contact person name that accepted the job, with travel fee and Mileage round trip (if applicable): Please contact the customer to schedule the appointment.

Service Provider Verbal Confirmation: (Y/N)


Scenario

Note Type

Note Template

Voicemail Confirming if Customer Still Needs Service Note 

Standard Job Note - Private

Dispatch Note:

 

Customer Recording Disclosure: Yes or No (If no, Place Reason you didn’t use the Disclosure) –

 

Called Customer to confirm if service is still needed. No response left voicemail advising to call back to Customer Service if service is still needed.



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