Qualify a service call
Know how to establish the validity and nature of a service call originating form a customer or potential customer. Also know how to move the call forward to initiate service provision or to deal with a query.
Knowledge Node Summary
The first thing to ascertain is what sort of call is being made. Is it a fault call, a sales call or simply a query. It is important to make sure, if a product is involved that the product one of ours and is it still in warranty etc. Once the nature of the call has been established, it is then necessary to collect all of the information for that type of call, so that the resulting action can be carried out quickly and efficiently.
A summary of expert opinion:
The knowledge named 'Qualify a service call' is considered to be rather important.
In addition, the knowledge is thought to be quite difficult to replace, it is learned mainly by study but needs experience, and there are 3 people available to deliver this knowledge.
Opinion is that it it requires 3 people to deliver this knowledge, it is modelratley specialised knowledge, and is quite stable knowledge.
The learn time for this node given an understanding of the prerequisites, is about 1 week. The estimated learn time for the entire knowledge structure of this node is about 3 months.
Additional documentation for this knowledge is available below:
