Electrical / Breaker Issue

SOP Electrical / Breaker Issue

STANDARD OPERATING PROCEDURE (SOP)
Client Request Management – Spa (Hot tub) & Swim Spa

 Electrical / Breaker Issue

System: Zoho Desk + Zoho FSM
Role: Dispatcher
Version: 1.0

Date: Jan 2026


1. Objective

Ensure a structured and consistent handling of customer requests related to Electrical / Breaker Issue.

2. Scope

All customer calls and emails related to Electrical / Breaker Issue.

3. Responsibilities

Dispatcher:
- Create and complete the Zoho Desk ticket
- Ask and record all mandatory diagnostic questions
- Validate prerequisites before scheduling
- Trigger the Work Order creation in Zoho FSM

Technician:
- Review the Work Order before the visit
- Complete service notes after the intervention

4. Procedure

Step 1 – Receive the call or email
• Open Zoho Desk
• Search or create customer contact


Step 2 – Identify the problem

• Select Equipment Type (Spa or Swim Spa) Brand / Model
• Confirm diagnostic section appears

Step 3 – Diagnostic questionnaire

  1. Spa (Hot Tub) or Swim Spa Brand / Model?
  2. Describe the issue in detail:
  3. Has the Spa been recently installed or serviced?
    1. Yes
    2. No
    3. Do not know
  4. Have you reset (turn off and back on) both breakers?
    1. Yes
    2. No
  5. Recent Power or Electrical Issues?
    1. Power outage
    2. Electrical issue
    3. Note sure
  6. Photos available?
  7. Any Special instructions or note? 

Step 4 – Risk assessment
• Evaluate freezing, electrical, or water damage risks

Step 5 – Pre-scheduling validation
☐ Service Address confirmed
☐ Mobile number confirmed
☐ Access available
☐ Equipment is safe to service
☐ Warranty or service rates explained to customer

Do NOT schedule if validation is incomplete.

Step 6 – Status update
• Change ticket status to Ready to Schedule
• Confirm Work Order creation in Zoho FSM

Step 7 – Schedule the service call
• Assign technician
• Confirm date, time, and access

Step 8 – Post-service follow-up
• Verify technician notes
• Confirm billing or warranty
• Send follow-up or invoice

5. Rules

- One issue = one questionnaire
- No questionnaire = no appointment
- All information must be recorded in Zoho
- The system replaces memory

6. Notes / Customization

Use this section for special instructions or future updates.

7. Checklist

☐ Customer contact information confirmed

☐ Main issue set to Electrical / Breaker Issue

☐ Electrical risk assessed

☐ Power and water safety confirmed

☐ Urgency flagged if needed

☐ FSM Service Request verified

Check list Rules

- All checklist items must be completed before scheduling
- No checklist = no Work Order
- If it is not in Zoho, it does not exist

 

8. Tags

Hot tub, Spa, Swimspa, Breaker issue, Electrical Issue, No Power