Customer Success - Deposit Payment Request Process
When a customer calls asking to pay a deposit for a quote, this is the process Customer Success will follow in order to ensure that we are communicating consistently and cultivating trust in the customer and our team members.
Assure the customer that we can get them over to the accounting department to collect payment. Ask them for the estimate number that they are paying the deposit for.
Pull up the estimate number and review the work order for the following info:
Confirm the deposit amount that they want to pay.
Confirm if there are parts or not on the work order.
If there are no parts on the work order, give the customer the expected scheduled time once deposit is paid (using your judgment based on the amount and type of labor required)
If there are parts on the work order, let the customer know that once deposit is paid the purchasing manager will see if we have to order the part and what the ETA is once ordered. Inform the customer that once we get a lead time we will let them know.
Let the customer know you are transferring them and call the Accounting department.
Inform the Accounting department of the information you have confirmed with the customer (amount paid, schedule expectations) and then transfer the call.
Accounting will send you and the originator of the quote (sales team) a comm note when the deposit is successfully paid.