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Handle a Service
How to behave to guarantee a smooth service
I've accepted a service, what do I do next?
You have accepted a service, congrats! Here is the process to follow in order to have a smooth service, for you and the client. You will be required to act via the Mila App for each of these steps: Call the client: right after accepting the service (or max. 12 hours after), leverage this phone discussion to prepare your visit. Mila created this checklist for you to follow during the ca
What should I ask the customer before the service?
This mandatory discussion aims to prevent incidents, build an initial contact with the client and to provide you with helpful information. Right after accepting the service, contact the client and make sure to: Introduce yourself. “Hello Ms. Simons, I’m Leo, a Mila Friend. I have accepted your service request.” Inform about the scope of your intervention. “You have booked an installation of 2 security cameras, right?” Discuss i
The client cancelled the service, what should I do?
If the client wishes to cancel the service more than 24 hours before it takes place, you can easily cancel the service via the App. Simply make sure to indicate that the cancel source is the client. In that case, no one will be invoiced. If the client contacts you and wishes to cancel the service less than 24 hours before it takes place, do not close the service via the App. If you do so, you will be invoiced as the one who cancels. Instead, let the
What is a Swisscom incident?
The following only applies for services that are directly booked in partnership with Swisscom. Examples include the installation of the Internet and the activation of the transfert point. If once on site, you cannot complete the Mila service (due to the non-activation of the Swisscom line, incorrect delivered material or not accessable AP), you should directly contact the Swisscom team by phone under 0800 406 080. This direct access to
The client is not here, what should I do?
It is already 10 minutes that the client should have opened the door, but there is still no one there. Here is what you should do: Call the client to ask if he is nearby and if he is still available to get the service on time as planned. If the service does not take place, proceed with an unsuccessful check-out via the Mila App and indicate the absence of the client. Following the unsuccessful check-out, you will automatica
The client is not reachable, what should I do?
Contacting the client is an important step, as it helps for instance to discuss service details or to mention if additional devices should be installed. Therefore you should always try to reach the customer, by phone or per email. If you do not succeed to contact the client, you still have to go to the address on the date and time as planned. If the service was booked without a fixed date, please contact the Mi