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?
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.
What circumstance would lead to an AVS mismatch error?
What is: When you run the credit card and the billing address does not match.
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.
What are the 5 things you should check on every phone call?
What is: Balance/ AutoPay / Bucket / Email address / Customer Condition
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."
What state do we not perform yard sprays or yard granulations in?
What is: Nevada
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.
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
What steps do you need to do when wanting to take a break?
What is: Go on DND then clock out on iSolved
What do you do if you are disconnected in the middle of a call with a customer?
What is: call the customer back.
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
How do you add a referral credit?
What is: In the Ledger, click Daily Entries > Adjustments
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.
What are the two words we never want to say to customers (i.e. cursing in church)?
What is: "Only" and "Just"
When would you live transfer to a (1096)?
What is: You cannot find anything in Endeavor that works for the customer.
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
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.
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.
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)
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.
How much is a fenceline service? Do we treat or spray the fenceline?
What is: Minimum of $10. We treat the fenceline.
Customer calls in and disputing a service charge. What do you do?
What is: Live transfer to an Account Supervisor (4008)
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
What 4 things are done on every regular service?
What is: What 4 things are done on every regular service?