Quality
The correct greeting for Ehrlich Customers
What is "Thank you for calling Ehrlich, your local pest control experts. My name is _________, may I please have your name and service address?"
Price Increase Cancellation
First step for entering adjustments
What is entering the adjustment under the correct district.
What is please and thank you.
This is pest a mammal that can fit through a dime sized hole.
What is a mouse.
The proper hold procedure
What is ask the customer if they mind holding AND thank the customer for holding. Hold time is required to be under a minute.
Poor Service
What is acknowledging the concern and offering an extra service/ follow up from the district.
What to do when leaving a message for a specialist.
What is add day notes.
Your immediate response when a customer has a complaint
What is acknowledge the concern
This insect is new to the US and is a nuisance pest.
What is the Lantern Fly.
The safety question
What is “Are there any safety concerns your specialist should be made aware of?”
Financial Reasons
What is resell the value of the service and/or offer a follow up to discuss other options.
What is use maps to properly schedule.
Do this throughout the call so the customer knows that you were listening.
What is summarize the conversation
This pest is very intimidating. It paralyzes it's prey, buries it in the ground and lays it's eggs.
What is a cicada killer or parasitic wasp.
Account verification is
What is review/obtain primary contact information and add/update secondary contact information
I never agreed to this service
What is explain the benefits of the service and/or offer follow up from the ISR/district.
Criteria for Bed Bugs covered under PestFree365
What is on EZpay, single family home, in good AR standing and no proposed bed bug corrective that wasn't taken.
Customer requests something against our policy
What is offer what you can do
This pest can live up to a year without a meal.
What is a bed bug?
The proper closing
What is offering additional assistance, thanking the customer for calling and branding the call.
No Pest Activity
What is explain the benefits/value of the service.
What is five days.
To take ownership, use these phrases
What is "we" and "us".
This pest leaves a fine, powdery sawdust.
What is a powder post beetle or old house borer.