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SOP Standard Operating Procedure For All Staff

This document outlines standard operating procedures for staff at a mobile services company. It provides guidance on starting and finishing shifts, receiving calls from customers, quoting jobs, booking jobs with drivers, completing jobs, and requesting payments. It includes shortcuts for common messages to customers regarding deposits, bookings, and job details.

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rbcloser4
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118 views

SOP Standard Operating Procedure For All Staff

This document outlines standard operating procedures for staff at a mobile services company. It provides guidance on starting and finishing shifts, receiving calls from customers, quoting jobs, booking jobs with drivers, completing jobs, and requesting payments. It includes shortcuts for common messages to customers regarding deposits, bookings, and job details.

Uploaded by

rbcloser4
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SOP Standard Operating Procedure

Starting your shift


1. Highlight your name in the staff sheet
2. Good morning/Afternoon/Evening your name starting my shift
3. Get an update of the day from the staff on the shift
4. Check all of our fitter’s groups to see if they are working or not, if they are available
or not, their location etc.
5. Log in to your system
6. Make sure all the important pages are open on your browser including (job sheet,
Stock list, job form, tracker, Google map, CRM)
7. Upload the marketing video on your WhatsApp status.
8. Check all the WhatsApp chat on your system and make sure all queries were dealt
with. And if there is private message reply to the sender and deal with the matter.

Receiving call
While receiving calls please follow the steps below
1. Good morning/Afternoon/Evening Mobile services my name is ….. how can I help
2. Get the details of the job as per the job sheet.
3. If the job is local tell them to please hold the line, I will give you a quotation and
ETA.
9. If the job is not local and you need to post it in the group, tell them Thank you very
much for calling us let me check with my fitters to see where they are and I will call
you back with the price and ETA in 5 minutes.
10. Send the customer TC so they can call you back on your direct line if he wants to
speak to you. Most of our budget has been wasted by customer calling again and
again on the ads number and Google charges us every time the call from that number.
11. Call the customer directly and tell them this is my direct line if you want to contact
me back please call me on this number so I can answer your call directly.
12. Send the marketing 3 messages to all calls you are receiving.

Calling back the customer


1. Good morning/Afternoon/Evening Mobile services my name is ….. from Road
Buddy.
2. Give them the price and ETA
3. If they agree on your quotation tell them I will send you our company bank account
details we require £.. as a deposit and the remaining amount of £… you can pay to the
driver/fitter.
4. Tell the driver/fitter to standby send them SB
5. Send the customer BB
6. Send the customer OT
7. Send the customer PC
8. After receiving your deposit enter the deposit amount, method and name in the sheet.
9. When you receive the confirmation of the PC forward it to the driver/fitter
10. Send the driver/fitter CC
11. Sent the driver to JC
12. After the job completion call the customer to check everything went well. If they are
happy with the service, then tell them (I will send you a link to rate our service, this
will help the management to know that I have provided you a service that you
deserve, and also) please send them the link for Google and Trust pilot reviews. If
they have any compline regarding you or the driver/fitter, please make a note of it and
tell him that our manger will call you tomorrow to discuss the matter.
13. If they don’t agree or said let me think about it then tell them OK sir/mam I will send
you the quotation on your WhatsApp and if you want to go ahead with it you can call
me back or reply to my message on WhatsApp and I will be able to book it for you.

All the times


1. Speak English in the office at all times
2. Reply Good morning/Afternoon/Evening to any fitter starting their shift.
3. Reply Good morning/Afternoon/Evening to any fitter finishing their shift.
4. Follow the job that has been quoted or pending from colleagues.
5. Follow with the customers for Google and Trust pilot reviews.
6. Keep your eyes on all the groups to book jobs for our fitters or subcontract to other
drivers/fitters.
7. Follow the jobs that have been posted or quoted by your colleagues.

Finishing your shift


1. Turn off the highlighted sheet with your name on it in the staff sheet
2. Good morning/Afternoon/Evening…….finished my shift
3. Update the staff with any pending jobs, bookings, etc.

Request for invoice


When a customer requests for an invoice please follow below steps
1. Take their email address, Payee name, Date and postcode of the job.
2. Request in the RB Accounts group to send the invoice for job sheet number

Paying the driver


When we need to pay a driver or a fitter please follow below steps
1. Ask them to send a digital invoice (not a hand writing) with their company details
including bank account number and our details Road Buddy Limited
2. Forward it in the RB Accounts group and ask them to pay this driver for the job sheet
number.
3. After the payment is made forward the screenshot to the driver and inform them that
the payment has been made.

Shortcuts

TC: Thank you for contacting us. We will get back to you shortly with the quote and ETA. If
you need to contact me directly, please call me on this number. Thanks,
Abdul, from Road Buddy
SB: Please standby, they are transferring a deposit. Once i receive the deposit, I will send
you the full details
PC: Please kindly confirm.
1: The size of your tyre is:
2: Your postcode is:
3: You have the locking key
CC: Please call the customer now and make sure all the details are correct before you leave
and give them ETA
Thanks
BB: ROAD BUDDY LIMITED
Sort code: 20-92-63
Account no: 93693686.
Barclays bank business account
Please use the job's postcode as a reference. This helps us in allocating your payment quickly
OT: Once you transfer, please send me the screenshot so I can generate the booking and send
you the booking reference number. Thank you very much
JC: Once the job is completed please send a picture with the vehicle registration number as a
proof of the job completion.
CI: Car info:
Please send me
1: make & model of your vehicle
2: pickup location or postcode
3: Drop-off postcode.
4: Is it automatic or manual.
5: Is it going in neutral gear and rolling.
6: How many passengers with the car
Ti: Tyre Info:
Please send me
1: Make & model of vehicle
2: Your location or postcode
3: Tyre size.
4: Do you have locking key
5: How many tyres do you need

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