Hello ,
In response to the COVID-19 communications you received
earlier from your distributor or Retailer, a new work order escalation type has
been created in FSM called Health-Safety
Concern. Use this escalation type
for customers impacted by COVID-19 or other health-related concerns.
Prior to
installation:
During your appointment
confirmation call with the customer, we advise you to confirm the health within
the house/business. Suggested scripting:
Given the current pandemic, I want to ensure that I am able to safely enter your home. I will be there on {date} between {hours}.
If the customer is impacted by
COVID-19 or similar symptoms, the order can be placed on hold by emailing FSM
Administrator at FSMAdministrator@viasat.com.
Include the following in the email:
- FSM ID
- Notes: This work order is impacted by COVID-19
related issues.
To reschedule or cancel an order,
follow standard process.
Technician on site:
Upon arriving at the
house/business, ensure the customer that you are using the following safety
precautions to keep yourself and the customer safe:
- No handshakes during introductions or after the
job is complete. - Verify that the health within the location is
safe. - Wear safety equipment, such as rubber gloves and
masks. - Use disinfecting wipes to wipe down surfaces pre
and post install. - We will practice social distancing.
If you do not feel safe due to
COVID-19 concerns, the order can be placed on hold by emailing FSM
Administrator at FSMAdministrator@viasat.com.
Include the following in the
email:
- FSM ID
- Notes:
This work order is impacted by COVID-19 related issues.
Suggested scripting:
“Given the current pandemic, our safety does not permit me to complete the [installation/service call] at this time. I will be placing the [installation/service call] on hold and a Viasat representative will be in contact to reschedule when the holding period is over.”
To reschedule or cancel an order,
follow standard process.
We care about the safety and concern for you and our
customers. Thank you!