Scott Or NOT
What is Anthony's favorite food?
Pasta or Pizza (bonus point if you say what kind)
What a customer is upset, what is the first thing you should do?
Actively listen, allow them to finish speaking, sympathize/apologize.
A client demands a free service. How do you respond?
Politely and slowly explain our policies and offer to connect them with a manager if needed.
Why does "I Want Smart" offer rebates? How long should we tell clients that these take to receive?
It's the union for the techs; and they like to provide a "thank you" for doing business with a union shop like Mendel. Best practice is 10-12 weeks.
What is the purpose of making sure we are putting in the correct marketing campaign when booking a job?
Tracking purposes. For new clients to see how they are hearing about us. To add additional marketing, get rid of what isn't working, etc.
What is his favorite movie?
What do you do if a client calls and says they didn't get notification the technician was coming or a call before hand?
Confirm their information, apologize, thank them for letting you know and let them know that you will escalate this to the correct department to ensure this doesnt happen in the future.
A client responds back to a text saying "Thanks", what is your next step?
Say "You're Welcome" always be the last to respond. Even if you weren't the original one texting them.
How do we note a client is a referral from Riley? If a Riley client from Melrose Park calls and wants to know the cost to come out, what is the dispatch charge?
Use the marketing campaign "Forwarded from Riley H&C" also TAG the customer page "Riley".
We treat them as if they are in Zone A and the dispatch would be $88
Who do we schedule replacement estimates for:
-AC
-Boiler
-Furnace
-Mini Split
-Generator
-Comfort Advisor
-Scott
-Comfort Advisor
-Scott
-Scott
Who is his favorite artist/band?
Ozzy or Black Sabbath
What makes it a successful call? What were you doing?
Listening, patience, getting the client taken care of, having clear communication & "smiling through your voice"
-If you're having a bad day, mood or attitude, how can that affect the team?
- If you're having one of those days, what should you do before taking a call?
-It can bring down the energy, cause tension, spread, or make teamwork harder
-check your tone and reset your mindset
What to do if someone calls/texts in to cancel a job or appointment?
Ask the reason for the cancellation
Cancel if a true cancel
If possibility to reschedule, put on hold and make a task
Which Amendement was "Abolition of Slavery"?
The 13th Amendment
Where is his favorite vacation destination?
Tennessee
How long should it take you to identify that the call should be transferred to someone else if a client isn't understanding or getting frustrated?
Within 60-90. Your job is not to complete the call, its to get the client taken care of. Whether its you, another CSR, your manager, etc. Transferring is not a failure-its being aware and providing good service when you recognize the client needs someone else and hand it off professionally.
A customer says, “This is the third time I’ve had to call. Are you all this incompetent?” What’s your first response?
Apologize sincerely and take ownership: ‘I’m really sorry you’ve had to keep calling. Let’s get this resolved for you.’
Name 3 Steven Spielberg movies
I will confirm via Google
How many continents do we have? Name them all
7 - Asia, Africa, North America, South America, Antarctica, Europe, Australia
What is his favorite fish?
Shark
-Polietly asking them to hold
-Thanking them for holding
-Using HOLD not MUTE
-Inform them of a transfer before doing it
-Calling back if you get disconnected
-A hello greeting & a goodbye greeting
You have a difficult client on the phone who interrupts you every time you try to speak. What do you do?
Patiently wait. Wait for a pause or for them to stop talking. Calmly redirect the conversation toward a solution (even transfer if needed) Don't listen to respond, listen to understand.
In the movie Coneheads - Connie & her friends get very excited about a hit song on the radio. What is the song?
Tainted Love
Spell this word "drugs, misc." "feeling sick"
Nauseous - Paraphernalia