Service and Delivery
Knowledge Element: Qualify a service call
Definition of Knowledge Element:
Know how to establish the validity and nature of a service call originating form a customer or potential customer. Also know how to move the call forward to initiate service provision or to deal with a query.
A very brief summary of the Knowledge:
The first thing to ascertain is what sort of call is being made. Is it a fault call, a sales call or simply a query. It is important to make sure, if a product is involved that the product one of ours and is it still in warranty etc. Once the nature of the call has been established, it is then necessary to collect all of the information for that type of call, so that the resulting action can be carried out quickly and efficiently.
A summary of expert opinion:
The knowledge named 'Qualify a service call' is considered to be very important.
In addition, the knowledge is thought to be quite difficult to replace, it is learned with a study experience balance, and Between 7% and 30% of Group are Experts.
It is also specialised knowledge, and quite stable knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 6.58, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.
The average risk of the prerequisite family of this knowledge node is 4.522 (adjusting for nodes with few members of the prerequisite family).
The average normalised prerequisite family risk of the whole map 2.122, whilst the average for the top ten percent family risk is 5.152.
Knowledge linked by learning dependency:
| Customer Services | |||||
| Qualify a service call | |||||
|---|---|---|---|---|---|
| How to escalate a call | Business priorities | Common Faults solutions | Communicate with customers | Customer database | Company products and services |
Postrequisite knowledge implies that Qualify a service call must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.
Prerequisite knowledge (bottom row in the Linked Knowledge table), is knowledge that should be understood before a full understanding of Qualify a service call is possible.
This node has a prerequisite family consiting of 14 nodes, including the direct prerequisite knowledge shown above.
Parameters assigned for Qualify a service call.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
8.0 |
very important |
1.0 |
6.34 |
P2 |
Recovery |
6.0 |
quite difficult to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
5.0 |
learned with a study experience balance |
1.0 |
3.46 |
P4 |
Known By |
2.0 |
Between 7% and 30% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
7.0 |
specialised knowledge |
1.0 |
5.05 |
P7 |
Stability |
5.0 |
quite stable knowledge |
-0.7 |
6.41 |
People Involved with Qualify a service call:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
E N Roberts | --- |
Yes |
--- |
S P Evans | Yes |
Yes |
Yes |
|---|
Computed Similarity
The most similar node to Qualify a service call is Accommodate job constraints.
The most dissimilar node to Qualify a service call is Organise Accommodation.