Customer Service Process
I. New Application
1. Input application into database.
2. Sent out welcome letter and package.
(A) Fingerprinting information.
(B) TB test information.
(C) Training schedule, If applicant has already signed up for training through recruitment they receive a training schedule with the date and location highlighted.
(D) Reimbursement card (for fee charged for live scan fingerprinting).
3. Send out reference letters.
II. After 7 Days
1. Follow up with phone call.
(A) Find out how they are doing, and if they have any questions.
(B) Let them know what they are missing in order to be cleared.
III. After 14 Days
1. Follow up with phone call.
(A) Find out how they are doing, and if they have any questions.
(B) Let them know what they are missing
(C) If they have not signed up for training, try to sign them up for one.
IV. After 30 Days
1. Send "Just a Reminder" letter.
(A) This letter outlines what they need to complete, including which references have not responded.
(B) This will also alert them of our need for them to complete process.
V. After 60 Days
1. Send "Are you missing" letter.
(A) This letter also lets them know that we still need items completed in order for them to be cleared.
(B) This letter is different from the "Just a reminder" letter. It clearly states in the letter that we have not heard from them. It is stated that if we do not receive a response from them within 30 days we will drop them from our database. A self addressed stamped envelope is included for them to mail us their response.
VI.After 90 Days
If we have not had a response from the "are you missing" letter; Send them "sorry to lose you" letter that lets them know that we have taken them off of our perspective mentor list. It will state that if they are interested in becoming a mentor in the future they can contact us.