General Communication
Sending SMS (Text) Messages in the Clerk Web Interface
As a matter of policy we do not communicate with customers via text. When absolutely necessary, we can use our Clerk number to send and receive SMS messages. Our Clerk number is 973-888-1097. To Receive SMS Messages, please see Viewing SMS Messages. ...
Grammar and Usage
These are items that are simply wrong if not done according to the grammatical rules outlines below. This is not just a matter of style or clarity. Following these rules will make you a better writer and communicator, both in and outside of work. ...
Service Principles for All Team Members
Be friendly. Don't be chatty. Focus on how the customer might interpret your words and on the customer's needs or mood. Do not put the customer on hold without their permission. Always say, "may I put you on hold for a moment?" and wait for ...
Customer Communication When Sending More Than One Tech on an Hourly Job
When we send two techs to a job that’s hourly (not flat rate), make it clear to customer that they will be billed hourly for both techs. (You should also add parenthetically that it is more efficient to have to techs working together and will ...
Client Communication Guidelines
General Principles for Good Client Communications Respond to client emails promptly Update clients regularly on the progress of their ticket via ticket notes Document if client doesn't call in for their appointment and set the ticket status to ...
Viewing SMS Messages: Slack Clerk Integration, Ring Central SMS
Clerk and SMS Clerk is a tool that lets teams send and receive customer text messages directly in Slack. When someone texts our Clerk number, the message appears in a Slack channel (called #texts-in-and-outgoing-973-888-1097) where all team members ...
General Advice and Policies for Written Communication and Proper Terminology
General Tips to Improve Communication to Customers These are items that are not necessarily "wrong," but should be done a particular way for consistency or clarity. As always, no disparagement of your abilities is intended. Team members come to the ...
Glossary
After-hours rate Any work that occurs before 9am, after 5pm, or on weekends. Generally charged at time and a half. (See Scheduling Policies.) OSSR - Onsite Service Report. Document signed by the customer at the end of the onsite service call. ...