Policy & Procedure
A tech calls in asking you to cancel an appointment so that they don't get "dinged" you see this customer's card states they wish to cancel, how do you handle this?
You would cancel the appointment, call the customer, if they answer- send them to retention. If the don't answer, leave a VM an email & SMS, schedule 15 days out and leave a note in the appointment card that states "Cancellation Process Contact Attempt."
A caller asks to verify the employment of a current employee what do you do?
You refer them to the HR@greenixpc.com email for all of their employment verification needs.
I'm a caller who is calling on behalf of my deceased spouse, I need to cancel the account because I cannot afford the service. What do you say to me?
I'm so sorry to hear about your spouses passing (Name), We thank you for being a loyal and valuable customer with us and we are sorry to see you go, however I will certainly assist you in getting you to the right place to make changes to your account, allow me to transfer you over to your account manager so we can make the necessary changes to your account.
"I don't want you guys to come out, it's too cold and I don't have an issue with bugs right now can we push out this service until spring?"
Some bugs, like spiders, ants, and queen wasps are overwintering pests, meaning they don’t die in the winter. Instead they undergo diapause, which means pausing their growth to survive the winter.
It’s critical to perform our winter service to ensure there is a ready defense when pests become active in spring.
Colder conditions also mean that many pests more actively seek warmth, so we must take every precaution to prevent their entry.
one fish two fish...
finish this sentence
red fish blue fish
If a customer is pitched a sale, how long does the sales rep have to get a signature?
24 Hours, after which it's anyone's game.
The metrics to hit expectations
85% call grade
ACW 45 seconds
80% Utilization
I just lost my job and I am upset because I was charged for a reoccurring charge which over drafted my account, I want that money back in my account now! What are my options?
- reach out to a team lead for a possible refund (never promise this to a customer until approved), and offer a Payment Hold Date for when that bill can be paid
- get them to an account manager.
I don't want to have service right now I am going on vacation and I want the interior of my home done at the same time as my exterior Pest control.
I completely understand you wanting the interior taking care of, what I can suggest is that we keep your currently scheduled appointment so that the exterior of the home has a barrier around it to protect it from pests and when you return give us a call and we can schedule a reservice for the interior at another time.
Fill in the blank in the following quote from "Happy Birthday to You!" "Today you are you! That is truer than ___! There is no one alive that is you-er than you!"
True
A customer calls and wants to move their appointment out one month, how do you handle this?
Build value on maintaining the current appointment schedule, if the customer refuses, contact a team lead, once given permission you then inform the customer that in order to do this we would need them on monthly billing, if they are on monthly billing just move out the appointment.
Gather as much info as possible for the retention agent and warm transfer to retention if the wait time is under 2 mins, if not cold transfer to them.
I just spoke to your company but I was disconnected and want my issue resolved
I am so sorry you were disconnected previously, but do not worry I will certainly take care of you now during this call.
I've got a German Roach Plan and Pest Control I don't see the point of having both services can't you just tackle the roaches with just the Pest Control, can you explain why I need both service?
Yes I can, it is required to properly provide the best service to meet you and your homes needs, our top notch pest control service is there to tackle spiders, ants, mites, and cockroaches, where as our German Roach Plan is perfectly paired with our Pest control services to target German Roaches specifically in tandem to the amazing service our Pest control subscription provides.
"We looked! Then we saw him step in on the mat! We looked! And we saw him! The Cat in the Hat!" What was the Cat in the Hat carrying when he came in the door?
An umbrella
If a customer has both a PC & RB active and a tech calls in to bundle those services whose name goes on the sale.
NO ONE'S
The sale is 'Uncommissionable'.
Jobs for a lead pro
- VIP
- *ANY* cockroach job
- Tick Flea Interior Reduction
MY TECH SAT IN HIS TRUCK FOR 15 MINUTES THEN LEFT!
I'm sorry you had this experience with our tech, I can assure you this is not the norm for Greenix, I will add a note to not send that tech anymore and thank you for calling in so we can get that rescheduled for you. let me go ahead and do that for you...
I don't want to have my services every 90 days, can we skip this service instead?
Our products are designed to work throughout the three months and our appointments are scheduled to perfectly match when the next application is required, if we were to push the appointment out there is a chance we could lessen the effectiveness of your pest control.
In "The Lorax," what does the Once-ler create from Truffula trees?
Answer: Thneeds
The Once-ler hacks down Truffula trees to make Thneeds, which, supposedly, "everyone needs." The Thneeds looks like misshapen suits of long underwear.
a customer calls in and wants to cancel
To schedule the following what is the procedure:
- a route 13 miles away?
- a reservice 7 days after service?
- an Tick Flea Interior Reduction?
Contact a Team Lead on these appointments.
NO ONE CALLED ME ABOUT MY APPOINTMENT AND THE TECH JUST SHOWED UP!
I need to cancel my appointment because I cannot afford it until next month
I am sorry to hear you are having trouble affording your appointment with us, Would a payment hold date help, I can set a date when the funds are more readily available to you and you can still keep your current scheduled appointment to guarantee we continue to provide excellent pest control for you, would that work?
According to the story, what was the 'most likely' reason the Grinch hated Christmas?
Answer: His heart was too small
Two sizes too small, to be exact.