Standards & Communication
Objective:
By the end of this training, technicians will understand the importance of clear and timely communication with the office team, including properly posting job details in PestPac, responding to office communications promptly, and maintaining professional and respectful interactions.
Overview:
Effective communication between technicians and the office team is essential to providing excellent customer service and maintaining operational efficiency. This lesson will focus on the importance of timely job postings, technician comments, responding to office communications, and practicing professionalism in all interactions.
Communicating with the Office
At Clements Pest Control, timely and accurate communication with the office team is critical. The data you provide after each service helps us verify your work, ensure customer satisfaction, and maintain up-to-date records.
Key Responsibilities:
Timely Posting of Work:
Log In and Log Out Promptly: Technicians are expected to log into each job at the time of service and promptly log out upon completion. This ensures that the service time is accurately recorded.
Add Technician Comments: Include detailed comments about the service performed, any issues encountered, and recommendations for the customer. These comments are shared with customers who have email addresses on their account and provide transparency about the work done.
Importance of Inspection Reports:
After every service, an inspection report is sent to customers with email addresses on file. This report helps them verify the work completed and allows our office to maintain accurate records.
Accuracy is Key: Ensure that your comments are clear, professional, and accurately reflect the service provided. This helps customers trust the quality of work and gives the office team reliable data for future references.
Responding to Office Communications
Open and timely communication with the office is vital to keeping operations running smoothly and addressing any issues that may arise during the day.
Key Steps:
Email Communication: If the office emails you, respond as soon as possible. Delayed responses can slow down processes and affect service quality. As a standard rule, we ask that you respond to emails throughout the business day, and any lingering messages should be responded by end of the business day.
Phone Communication: When the office calls, answer the call promptly or return it as soon as you can. Clear and quick communication allows us to resolve scheduling or service-related issues efficiently. As a standard rule, we ask that you respond to missed phone calls throughout the business day, and that all missed calls should be responded by the end of business day.
Professionalism in Communication
In all interactions—whether on the phone, via email, or in person—technicians are expected to maintain a professional and respectful tone with office staff and fellow team members. Clear, courteous communication fosters a collaborative work environment and ensures problems are solved efficiently.
Key Steps:
Respectful Communication: Always be polite and avoid argumentative behavior, even when discussing problems or disagreements.
Team Collaboration: Work together with the office team to resolve issues in a professional manner.
Key Standards & Expectations as a Clements Technician:
Timely Posting: Log in and out of jobs promptly and ensure accurate data is posted to PestPac.
Detailed Technician Comments: Provide clear, detailed comments for customers and the office team after each job.
Respond to Office Communications: Respond to emails and calls from the office promptly to ensure smooth operations.
Maintain Professionalism: Communicate with office staff respectfully and avoid arguments, whether by phone, email, or in person.
