Right Place, Right Time
Maki wants to cancel his PF365 service during business hours because he is moving. You should warm transfer him to this specific team, wait 60 seconds, and then cold transfer.
What is the Moves Team?
Cyn canceled her termite service 2 years ago but sees termites on her windowsill and wants to resume. To handle this call, you should create this.
What is a new termite inspection?
You are able to confirm that a customer has been billed twice for the exact same $422 termite service. You should submit this type of ticket.
What is a Dispute Ticket?
Drix calls at 5:00 AM from St. Luke's Hospital because bed bugs were spotted in an OR room. This is how you handle the off-hours situation.
What is create a ticket for the after-hours dispatch team to send to an on-call manager?
You are helping a customer with an issue and are completely unsure how to resolve it. This is the very first resource you should search for accurate guidance.
What is the Playbook?
Residential customer Alex calls on a Wednesday at 3:00 PM CST requesting to cancel his account. This is the team you should warm transfer him to.
What is the Retention Team?
A customer accepts a Whole Home Inspection but mentions they won't be home during the appointment. You must tell them this.
What is someone must be present for the inspection (and offer a different day/time)?
Shane, a residential customer, accepts a 50% rollback on her price increase. These are the three areas that must be updated to complete the adjustment.
What are Open Service Orders, Service Setup, and Open Invoices?
Shayne is panicked because her dog ate all the bait out of a rodent box and she is rushing to the vet. You should offer to email her this document immediately.
What is an SDS (Safety Data Sheet)?
Monica calls back about an ongoing issue she reported last week. This is the tab you check to review notes from her previous interaction.
What is the Case Management tab?
Mary needs a quote for a kitchen roach infestation, but she only has a termite warranty. Inside Sales is open, but you’ve been on hold for over 60 seconds. This is your next step.
What is cold transfer the customer to Inside Sales?
Noli wants to skip his upcoming maintenance appointment because he will be out of town. You should first explain this preventive strategy to him.
What is completing an exterior service to keep pests out (and scheduling an interior service later if needed)?
Ellies from Boyd's Barkery has a credit on their commercial account, but there are no open invoices. You should create this specific ticket.
What is an Apply Open Credit ticket (commercial accounts)?
Jo’s doorbell camera caught a Western truck backing into and smashing her driveway flower pot. This is the person you must attempt to contact.
What is the branch manager?
Mr. Rosil asks if silverfish are covered under his current plan. This is the specific tab you look under to verify his coverage.
What is the Service Setup tab?
Kevin from Heinen’s Grocery Store calls about rodent traps, and an alert pops up indicating this type of high-level business account. You must immediately cold transfer them.
What is a National Account?
Precious says she has an appointment for a termite inspection, but you only see general pest control on her account. You should check this tool to find it.
What is the Prospect Search for a PCC inspection (in CCM)?
Ash wants to update the card for his termite service, and you notice the invoice is flagged as "Financed." You must use this specific section to update his info.
What is "Financed Invoice Details" button (in CCM > Invoice > Open Invoices)?
Russ is upset that his technician missed an appointment again and has ongoing issues with them. To resolve this completely, you must follow L.E.V., reschedule, provide a goodwill adjustment, and create this.
What is a service complaint ticket?
Jea is a PF365+ customer who demands service for maggots all over her garage garbage can. You must decline service and explain that this is the best solution.
What is thoroughly cleaning the bins? (Note: Maggots are not covered as they are caused by decaying organic matter).
Jillian is inquiring about a termite quote, and multiple brands/branches appear for her zip code. You look here in Five9 to determine which brand she is calling for.
What is the CSC Branding field?
Giorj needs to reschedule his inspection today, but you don't see the appointment on his account. After checking Prospect Search and rescheduling it, you must take this final step.
What is call the PCC (Pest Control Consultant) with the changes?
Mai pays by check and is worried about a balance due email. If it's been more than two weeks and the check has been cashed, you open a Billing Inquiry ticket with this subtype.
What is "Missing Payment"?
Dianus wants to change his monthly TEVO payment date from the 9th to the 15th. Because his initial service was on the 11th, this is the furthest date you can offer him.
What is the 11th of the month? (Note: Payments cannot be moved past the original service date).
Haze wants to schedule an extra service, but a pop-up alert says her account is on hold. Before scheduling, you must inform her that this action is required.
What is paying the past due balance in full?