Call Flow
What does action 1 consist of?
Empathize, acknowledge, promise to help!
What is the first thing we should do when we get here in the morning?
Log into the VPN and then blue dial axis box.
What is the age range of a majority of our customers.
55+
A plan that covers the line providing the house with fresh and clean water.
Water Service Line
What is an EFT?
Electronic funds transfer. This is when we transfer funds from their checking account to make their payment.
We only accept checking accounts.
What is action 2?
Resolve the customers concern.
Go through the account, check the notes, use your resources pull up what plans are available for them to sign up for, etc.
How do we access tools on axis? What are some tools we can use?
Dial Axis Bar > Utilities > Sign in > 'You make a difference' page > Tools on top > Calculator , Notepad, i3 scripter toolbox (clear cache)
How can our customers pay?
If looking at a check, the routing number is the first 9 numbers. Account number is the rest.
A plan that covers the plumbing on the inside of the house.
Interior Plumbing and Drainage
Who is the payee
To whom a check is issued to. When sending us a check, customers can simply write "HomeServe"
After we complete action 2, what must we follow up with?
Upsell! Offer them a plan that you feel best fits their needs or best relates to their active plans.
"Was there anything else related to your concern I can assist you with today?"
"Before I let you go, I couldn't help but notice you don't have (plan)...."
While in training, what should we sign out on?
Initial training
What are common reasons policies get suspended?
Non payment, did not renew, not on EZ pay.
A plan that covers the pipes and drains in the home.
Interior Plumbing and Drainage
What is billing on bill?
A customer pays us through their utility company. We bill the utility company the utility company bills them. Once paid, the utility company send is the money.
Finally, how do we end the call?
Ensure all concerns were resolved. Thank them for their time, loyalty and allowing us to assist.
"Was there anything else I can help you with?"
"Thank you for allowing us to protect your home and have a great day!"
Where do you access the script until we get into our systems?
once you are on the page that says 'you make a difference' go to
client > homeserve - home > homeserve ib script
What is an acceptable response to a verbally abusive customer?
A plan that covering wires.
Interior and Exterior Electrical
What is does EZ pay mean?
Signing a form allowing us to direct debit money from their bank account for their plan. The policy will continue to automatically renew and bill and then current rates.
True or false: Using the same energy on every call is guaranteed to work.
False
How do we open Citrix?
Utilities > Sign in > Client > HomeServe > Citrix New
What is an example of a reason not to upgrade a customer?
Emergency repair, not authorized on account
A plan that covers the line taking dirty water away from the home.
Sewer/Septic line.
What is Citrix?
An application that allows us to access additional applications related to our everyday tasks. In Citrix you will find finesse, ensura, SAS, streamline, and more.