Systems
Base to Sensor communication on the v4
What is ULE
"I will take care of that for you right away..." - Is an example of what?
What is a WILLINGNESS STATEMENT
If I don't find an account in SF the customer may have what type of system?
What is a Pro - Installed system
Every call has one of these...
What is a case
When CMS calls to verify an emergency situation I give them this
What is a MONITORING PASSCODE
You will only find the tablet and the Fire Safety Sensor on which system ?
What is the S30 or Lifeshield system
After a customer tells their story and the reason they called in - the first thing I want to do is .....
What is AKNOWLEDGE them and what they are sying
All emails I send to customers from SF, must come from which email address? (we have to change it before sending the email)
What is support@bluebyadt.com
If a customer calls me about a refund on returned Equipment (RMA) , I explain our policy, write my case , save it and then put it where?
What is in the REFUND QUEUE
When I say PROFESSTIONAL MONITORING I am really talking about what?
What is POLICE/FIRE dispatch
This system version that we currently sell the customers know as what?
What is the blue by ADT home Security system
What are we doing when we talk to a customer about the weather or how their day is going ... to make a connection?
What is ESTABLISHING RAPPORT
If you don't see a secret question "orange box" in SF, where can you find the customer's secret questions?
What is AP
If a customer expresses an intrest in some additional equipment , but says they want to add the cost of that equipment to their exsisting lease , what do you do with that call?
What is TRANSFER to RETENTION (aka Account Specialist)
When CMS "waits" or "sits" on a signal for 30 seconds to see if the customer shuts off their alarm, that cushion of time is called?
What is the ABORT WINDOW TIME
Customers can find blue by ADT systems at these 2 vendor locations...
What are Best Buy and Amazon
If a customer wants to speak to a manager or supervisor, I should first try and handle the call with this method
What is U.S.A
In SF what are the only 2 queues we are using to put cases in?
What what are PERMITS and REFUND
When we say "Health Check" on an account , what do we mean?
What ARE "CHECK OUT" BILLING in SF and then check for open sensors and issues in AP
I put this in when someone is threatening me and I want the alarm/siren to stop and CMS to get a signal, dispatch and NOT call to verify...
What is a duress code
We suggest that the S30 base be connected to what?
What is the customer's router
If I assume that every customer situation is the same , and I'm not listening because I think "I've heard this one before" , what am I doing ?
What is STEREOTYPING
This is the part of AP where we can see the APP menu in the website format , to walk customers through the APP steps
What is CUSTOMER WEB PORTAL
Immediately after the customer tells me what they are calling about , I do this
What is AKNOWLEDGE what they have said with a reaction!
In an alarm event , if the primary user doesn't answer CMS's call, who will they try calling?
What is the secondary user