standard greeting
JJ AUTOPARTS ACCOUNTS, THIS IS ___
--Must have adequate internet connection
--No background Noise - (we want to show company as being a professional)
--We aim for one call resolution where ever possible
--If we need to gather more information sometimes its better to offer to email this back to the caller so you dont play phone tag
--We aim for all calls to be answered without going to message bank ( assuming you are not already on a call )
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COMMON ISSUES/REQUESTS
Customer requesting for invoice copies
Go to pinnacle select F5 on keyboard.
Enter invoice number.
Select search.
Invoice will show on screen and default email address will be automatically displayed.
Select send.
Optional way:
Go to pinnacle select F5 on keyboard.
Enter invoice number.
Select search.
Invoice will show on screen, enter admin@ / your email address
Select send.
Check your email/admin@
Download invoice
Attach to the incoming call ticket for email.
Submit as solved to send
Customer requesting for statement copies
Go to pinnacle > accounting > statements > generate statements
Click on generate single statement
Enter customer name
Click on generate
Open the statement
Statement will show on screen and default email address will be automatically displayed.
Select send.
Optional way:
Go to pinnacle > accounting > statements > generate statements
Click on generate single statement
Enter customer name
Click on generate
Open the statement
Statement will show on screen enter admin@ / your email address
Select send.
Check your email/admin@
Download invoice
Attach to the incoming call ticket for email.
Submit as solved to send
Customer asking when we will make payments
Suppliers are being paid every 15th of the month
If it's past 15th of the month, check in Xero > Accounts > Purchases > Awaiting Payments > search for the customer
If there's a Planned Date, advise the customer. If none, ask customer to send a statement for AP to check.
Customer wanting to arrange 'swap payments
If the customer would like to arrange for 'swap payments' get details and send to AP officer so they can check
Details are: amount and date of swap
Customer wanting to make payments
SEE GUIDE
If the customer wants to talk to a particular sales person, check on NEC if the sales person is available (light must be blinking fast) then transfer. If not, take message/details and send an email to sales person so they can call back.
FAQs
When asked:
Who do you work for?
JJ Autoparts – SYDNEY office
Are you based at Sydney Office .
No – you work from home.
Where are xxx (other know jj sydney staff)
Deb & Therese has retired.