General Communication
Sending and Receiving SMS (Text) Messages in the Clerk Web Interface (Draft)
As a mater of policy we do not communicate with customers via text. When absolutely necessary, we can use our burner number in Slack to send and receive SMS messages. Our burner number is 973-888-1097. Setup 1, Log into https://app.clerk.chat/ 2. Use ...
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 Respond to client emails promptly Update clients regularly on the progress of their ticket When available, use specific language when sending emails to clients Document if client doesn't call in for their appointment and set the ticket status ...
Viewing SMS Messages: Slack Clerk Integration, Ring Central SMS
Clerk and SMS We can use our Clerk number in Slack to receive SMS messages. Our Clerk number is (973) 888-1097. (To send texts, you must visit the web interface. See this article.) We also use this number for 2FA when SMS is the required method of ...
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. Be As Specific As Possible. You will find it useful to read over your emails and ...
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. ...