Cancel Requests
What is an example of a cancel request
"Cancel my service."
"End my service."
"Terminate my service."
"Discontinue my service."
"Don't come to my house anymore."
"Don't ever reschedule me."
"Put my service on hold. I'll call when I want it again."
"I'm switching to another company."
Customer wants to close their existing Moxie service as part of a relocation/branch change.
How do you delay a billing date?
When delaying payment if they want to keep on AB, just adjust the payment hold date under the billing tab to the date they would like the payment processed. Remember that payment plans must be set up to run 1 payment or the full payment within 30 days of the service date unless approved otherwise.
When should you attempt BCC?
The same day you get the bcc, and every other day after.
What is the correct time frame progression?
30mca, ETA, AM PM then timed
What is required to treat a bed bug stop?
What is NOT a cancel request
Customer is frustrated or complaining but does not ask to cancel.
Customer asks how many services remain in their agreement.
Customer says the service is expensive but does not threaten/request cancellation.
Customer mentions a competitor but does not say they are switching/canceling.
Customer wants to push or skip an appointment for scheduling reasons.
Customer is moving and wants to transfer service to the new home.
Customer says "cancel" but clearly means cancel/reschedule one appointment.
When do you use the scheduling help line?
Office representatives should consult this number when they need assistance with scheduling-related requests that require immediate support. Following they should return to their customer with the solution.
You've contacted an ASWC account three times, what is the next step?
Auto schedule according to their aswc instructions and send sms and email
When scheduling an appointment, what two things should you be checking in the subscription?
Route and if it is a PQ or a WPQ
What do you do if someone asks for a termite inspection in PHL?
Send to the termite team!
How to you put an account as a pending cancel?
Go to the Info tab.
Check the Pending Cancel flag box (bottom left).
Select the reason that matches what the customer told you
If you leave a customer a voicemail, what other contact attempt do you need to make?
Email or SMS
An account on your aswc list is currently speaking to Account Care, should you call or try to schedule?
No, Keep checking the account through the month but mark AC on your aswc list
What should you check after scheduling every appointment?
DAY MAP
What is a rodent entry point inspection called?
Rodent inclusion inspection
What is the correct note code for someone wanting to cancel their whole account?
Cancel Request
Use when the customer wants to cancel all active subscriptions.
What are moxie's core values?
Do the right thing!
Be Nice!
Be the Solution!
Keep improving!
An aswc is asking for a tech that no longer works here, what should you do?
Call the customer and explain and provide a good recommendation for a rep, let them know you will check on them after the appointment and see if they liked that service!
When scheduling specialty pests, what should you check for a technicians certifications?
FE WORKSCHEDULES
How long should an cockroach aerosol appointment be?
One full hour if that is the only objective during the appointment.
What is the correct note code for someone wanting to cancel their termite?
Cancel Request - Termite Recurring
What are your top priorities on a Saturday?
Tasks in all 3 branches are done
Alerts in all 3 branches are done
Voicemails are empty
Emails are empty
Pronto is caught up
What should you do before the end of the month to make sure you get a good grade on your monthly scorecard?
Audit your aswc and mark if they have been scheduled. If the customer has cancelled the appointment, attempt to reschedule if they havent already
You receive a task to reschedule a stop, what do you do?
Immediately jump on this task. Call and reschedule. Explain there was an FE emergency and apologize but get them on the schedule asap
How do we treat for pantry moths?
Pantry moth aerosol