Page 45 - Red Book Rev 7.2_Neat

How to Log a service Call

Step 1: Confirm the Customers details and Find Original Sales Order on Click/ Sage;
(Delivery Post Code, Business Name, Customer Name)

Step 2: Go to Equipment list - find the item the customer has a fault with

Step 3: Click the spanner symbol by the side of the item that they have a fault with

(This will bring up the template for the service call )

Step 4: Fill in as many details as you can, Inc Serial Number, access times contact details etc

(Ensure the address on the call sheet is where the item is located)

Step 5: Check the information with the customer

Step 6: Take customer email to send warranty call disclaimer to ( copy on page 48 )
All service calls are subject to Cater-Kwik's terms and conditions.
Any work deemed to be non-warranty will be charged for.
A pre-authorised card payment will be required prior to authorising an engineer.
This is covered by paragraph 7.9 of our terms and conditions.

Step 7: Save

Step 8: This will generate a unique service call ref number.

Step 9: Email the customer the copy of the service call

Await warranty call agreement to come
Step 10: back from customer as agreement

Step 11: Once received if a suppliers warranty email through to the supplier,

Step 12: If a caterkwiks warranty then print off and pass to logistic to see when our own engineers

can attend site .

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Red Book Revision 7 12 November 2019
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