procedure
How long should we wait before transferring a customer to another dept.
15 seconds
What is the warranty for a V5 customer?
90 days
When troubleshooting and the customer is not home and we want to prevent a call back what should we ask the customer?
How long will it take you to get home. Preferably within 30 minutes of your first contact with the customer)
Is it possible for a V5 customer to download their Certificate of insurance from the adt + app?
Yes, but they hav to be fully monitored
Does excessive hold hinder our customers experience and if so why?
Customer may think you are not knowledgeable.
May upset customer more if they already had to wait to speak to an agent.
Makes it awkward
True or False
Should you ever need to recover your username: The email address you used when you placed your ADT order is the username for your account.
True.
Name 3 things a customer can do in MYadt.com in regards to billing?
What is the cell only plan for adt + plus customer, what's the monthly fee and can we cancel it?
the option to set up Cell Only service! Cell Only service allows new customers to protect their homes with a Smart Home Security System without the need to connect it to Wi-Fi.
Can a customer connect their system to Wi-Fi after installation is complete? Yes! Customers can choose to remain on their Cell Only plan for $5 monthly or connect their system to Wi-Fi. Once the system is connected to Wi-Fi, the ADT+ app will notify the customer that they can give us a call to remove the fee.
Whats the four words for ASAT success?
Polite, patient, professional and Proficient
Which device is required for trusted neighbor?
Device: Door Lock: Yale Assure Lock 2 With Z-Wave (ZW3)
How often can a customer change their payment cycle from monthly to quarterly on mydt.com?
You cant, customer is only allowed to have money deducted monthly.
Name 5 things a customer can do themselves on the adt + app?
Add rules, alerts
update contact
Payments
update pics an password
If I wanted to know the hold times of all departments which tool would I use?
If a Customer gets a new ISP , should we still run a ADT wifi on the customers camera if they are V5 and if yes, why?
Yes, make sure the customer still have enough bandwidth to run their devices and cameras smoothly.
Why would we use the impersonate button in myadt.com?
To assist with unlocking a customers account.
Name three countries a customer can not use the adt + app.