Place Followup Calls to Members

 A followup call is placed after a service is performed.  The purpose of this call is to evaluate the member's satisfaction with the service.   

To determine which requests need follow-up calls, go to the Services and Service Requests  and in the "Service Category" selection area on the left, click on "Check All", the uncheck "Nauset Neighbors Staff".    For "Request Status", select only "Confirmed" services.   Examine all services in the calendar now showing that were scheduled for yesterday or before.  These are the services for which members need to be contacted for their feedback.   The entry in the calendar tells you the name of the member who requested the service.    Look up the phone number of the member in the Member Data  by selecting "Member Data" on the main menu, entering the first few letters of the member's last name and viewing the member's information.  Jot down the phone number, close the directory, and open the service request.    The purpose of this call is to do three things: Ask how it went, Find out if is there anything else we can do for the member, and Review all upcoming services and confirm they are still needed. Call the member and obtain their evaluation of the service, which you record in the comments field of the open service request.  Factors that go into the rating are: Was the service performed correctly? Was the service provider prompt and courteous? Did they clean up after they performed the service? Would you request them again?   Have the member rate the volunteer or the vendor on a scale of zero to five.   Double click on the entry in the calendar to bring up the "Add/Edit Service Request" form.   Change the Status from "Confirmed" to "Completed".  Enter the evaluation data in the field that appears below the status.  Click on the number of stars that corresponds to the rating.        Save the results.   Note any unusual responses to the call in the shift notes.