Template
INBOUND CALLS
-3+ caller: N
-2+DPS in 30 days: N
-sys exc: N
-sys return: N
-cx requested: N
-failed depot: N
-SSR owned: N
-refused to troubleshoot: N
***VA DONE, HOW?-
APN:
SYTEM TYPE:
OS TYPE:
EMAIL UPDATED
============================
FOR SALES:
ENUMERATE THE ITEMS SOLD and the PRICES
READ: “Just for more information, your purchase is subject to Dell’s Terms and Conditions. Among other Terms and Conditions of Sale ccontain and agreement to resolve disputes through arbitration and can be found at the bottom of each page on the www.dell.com or bby calling 1-800-624-9896..
THEN READ THE DELIVERY ADDRESS
Shipping add verified: y/n
checked compatibility: y/n
GMOR: Y/N
Order number verified: Y/N
Email sent: Y/N
Product disclosure read: Y/N
Memory Selector used: y/n
TBR approved: Y/N
Specifications read: Y/N
=============================
FOR LAPTOP DISPATCHES:
* CHECK FOR COSMETIC DAMAGE NONE *
* CHECK FOR MISSING SCREWS AND RUBBER FEET NONE *
* CHECK FOR MISSING MEDIA NONE *
* CHECK FOR AC AND POWER CORD FOR DAMAGES NONE *
AWAITING RS APPROVAL
RECAP AND HEATCHECK DONE
PLEASE REPLACE AND CHECK FUNCTIONALITY
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For DEPOT
Service tag:
System type:
BTTR:/ APN
Address:
ISSUE/ Recommendation:
include in the notes that…
Customer is okay to have the HDD reimaged, if needed at the depot. Customer is aware they will lose all the data once HDD is reimaged”
or
“ Customer doesn’t agree for HDD reimage. Please don’t reimage the HDD at the depot”
Special Comments:
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
OUTBOUND CALLS
Date
Agent name
time of call
SWITCH
EXT
Pod
Type of Call
Case number
Customer complaints
Possible reason
caller phone number
what is displayed
anything heard on the phone?
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TOSOL CALLBACK
Ø Agents Name & Sales rep id: Vladimir Caluya / 121125
Ø Service Tag & Sr #:
Ø Item Positioned:
Ø Quote # or Part # :
Ø Cx’s Name:
Ø Phone # and APN #:
Ø BTTR (include cx’s time zone):
