Customer Service Decision Tree

Next Steps

Residential: Do you have the model number(s)? What store would you like to pick up from?

Yes: CSD

Product Available, prepare quote for customer.

Product not available: Inform the customer we are not showing product available at this time.

Send request details to designated team mailbox/contact.

No model number: Ask for existing Model/Serial number on the original equipment.

Send request details to designated team mailbox/contact.

Commercial Equipment: provide link for Commercial Quote/fill out Quote form from site, submit for Wholesale to review/delegate.

Residential Parts: Model/Product and Serial number? Description – provide Part # if available.

Yes, all of it: PIC (if Part # available, verify in RC Community)

Verified, create quote.

Unable to identify in PIC: Agent captures request details, sends to designated team mailbox/contact.

Customer does not have a model/serial number: Ask customer to call back once M/S # is obtained.

Part Number only: verified in RC Community, created quote with note that customer provided part number/ not returnable.

Commercial Parts: Collect request details and send to designated team mailbox/contact (CAM form).

Refer to P&A, Quote creation.

Do you have a model number?

Yes: What Store? Check CSD availability.

Item is in stock : When would you like to pick it up? Are there any accessories you would like to order? Inform the customer of cancellation date. Create the order, Capture PO/Job Name, send through cs box.

Not in stock: Send to designated contact.

No: What unit is being replaced? Model no. Are you ordering any accessories? Send to designated contact.

Refer to Commercial Quote Link.

Send the customer this link Click Here

What is your order number? (if account is not verified, send order status information to the admin email on file).

Yes – OEIO in CSD – Pick Up, check stock. If available inform customer ready for pick up.

Is there a WT or PO? WT – check status CSD, click WT link to WTIT (check notes). If received, check with receiving warehouse. If not, check shipping warehouse. (need to create a list of contacts).

PO – click PO line for POIP. Identify status of PO, check transmission. For Vendor 40, check RC Community.

For Vendors 10-32, seek assistance from Brent’s team (provide buyer list).

For Neuco orders, check website.

For MTI/CDI, send email to vendor addresses.

Tracking information, check CSD OEIO, check Header/Order notes, check WT/PO lines for tracking number(s).

Provide list of carrier sites for shipment

Provide Ryder contacts for CE delivery info.

Verifying warranty coverage – Service Bench, ask who is the current homeowner (do not volunteer), check date.

Any questions please contact Warranty Department.

Email: ma.warranty@carrierenterprise.com

Search Quote number in CSD OEIO

Check in Salesforce and CSD the notes regarding the quote request, looking for the model and serial, confirm

Confirm ship method/Pick up, store location

Check availability

Capture a PO number/Job Name

If any questions, contact the original Taken By or send to Tier 2.

Example: M/N, 30RAP0605D-00100, put it in PIC, you get the below:

We do not have the 11^th digit, so you do not know which unit to pick, correct?  But you know your 10^th digit is a “D”.  Then pull up the SIG chart from any of the three (3) M/N’s to choose from and look at the 10^th digit, which equals the coil.  You have a “D” in the 10^th digit of your M/N, we have already acknowledged this; therefore, you can see below what coil is needed.

“D” = MCHX coil, reduced sound

NEXT STEP, In PIC filter by Coil Group:

Now you will see all coils for this unit. Select the coil that fits the SIG Chart description and expand that group.

NEXT STEP, You tap the + sign next to Item #321.

This unit takes a quantity of two (2) condenser coils of the same part number, not two (2) different coils to choose from.  Customer will need to let you know if they need 1 or 2.