Extensions
Services
Billing
Accounts
Potpourri
100

When do you live transfer to 1094?

What is: when a customer wants to cancel, go ‘As Needed’, says they’re shopping around, or that they didn’t agree to a year of service?

100

A customer wants to know what products the Service Pro used to treat their property last time they were out there. What do you do?

What is: Look up the Service Ticket using Endeavor.

100

What circumstance would lead to an AVS mismatch error?

What is: When you run the credit card and the billing address does not match. 

100

What are all of the ways you can find an account in the customer search?

What is: office, zip code, zone, map grid, last service date, state/ city, service charge, email, phone number, address, account number, name.

100

What are the 5 things you should check on every phone call?

What is: Balance/ AutoPay / Bucket / Email address / Customer Condition

200

What do we always say to the customer when we have to transfer the call to a Manager or Salesman?

What is: "Let me get you over to someone who can help you with that."


200

What state do we not perform yard sprays or yard granulations in?

What is: Nevada


200

After receiving an AVS Mismatch error do you run the card again? Why or why not? 

What is: No. A billing specialist will push the payment through at the end of the day. 


200

A customer calls in to transfer their service to their new home in a different branch. What do you do?

What is: Live transfer to an Account Supervisor at 4008 and add it to the MR to Schedule Bucket

200

What steps do you need to do when wanting to take a break?

What is: Go on DND then clock out on iSolved

300

What do you do if you are disconnected in the middle of a call with a customer?

What is: call the customer back.


300

A customer asks if our products are safe. What would you say to that customer?

What is: Our treatments are in compliance with product labeling and local, state, and federal regulations. We can protect your health and well-being by removing pests without harming you, your pets, or the environment


300

How do you add a referral credit?

What is: In the Ledger, click Daily Entries > Adjustments


300

A customer calls in wanting to hold off on service because it is raining today. What would you say to the customer?

What is: We get to use a special granule rain treatment that works better than our normal spray.

300

What are the two words we never want to say to customers (i.e. cursing in church)?

What is: "Only" and "Just"

400

When would you live transfer to a (1096)?

What is: You cannot find anything in Endeavor that works for the customer.

400

How much does a BEES service cost, and when would we not be able to do the service?

What is: $100. We cannot perform the service if the hive is in a structure, it is over 15 feet high, or if the customer wants a live removal


400

List the steps on how to add a CC and how to set up Auto-Pay.

What is: Collect the customer's CC or ACH info over the phone and add in CC Charge, set the account to Auto-Pay in the Service Window, confirm that you made this change, and If it was submitted by you, a second window will pop up to verify.


400

A customer wants to be home for every service. What would you say to the customer?

What is: We don't need you home every service, as long as the outside of your home is available our Service Pro can service your property.

400

What is the difference between a CB and a FUP?

What is: A CB is from a customer and a FUP is from a Service Pro requesting it (or when we call the customer out of the Telephone CB/FUP bucket)

500

The steps to transferring a cancel call to an Account Supervisor.

What is: Call 1094, let the supervisor know you have a cancel call, remove it from other buckets, add it to the cancel bucket, and press transfer.

500

How much is a fenceline service? Do we treat or spray the fenceline?

What is: Minimum of $10. We treat the fenceline.


500

Customer calls in and disputing a service charge. What do you do?

What is: Live transfer to an Account Supervisor (4008)

500

A customer wants to have the interior treated on their next regular service. What Customer Condition would we use and for what duration?

What is: Service > Interior > Other > (Date)(Pest)(Location). The duration will default to Next Service Only

500

What 4 things are done on every regular service?

What is: What 4 things are done on every regular service?

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