Call Flow
In (6) Steps of a Call Flow, this would be Step # 2
What is Collect/Confirm Demographics
Good customer service is most important. When handling these two kinds of calls.
What is a New Business Call and a Complaint Call
When asking this question, it gives information on this particular pest:
Are they going in and out of a particular area?
What are Stinging Pests:
Wasps, Hornets, Carp Bees, etc
We teach that these are the (4) Segments of the Pest Control Industry
What is General Pest Control, Termites, Bedbugs, and Wildlife.
This Partner provides a service that can literally light up your house at Christmas time
Who is Cowleys
In (6) Steps of a Call Flow, this would be Step #3
What is Ask Open/Closed Ended Questions
This Response is used when customers ask this particular question:
We use the same materials in hospitals and restaurants.
What is: It is Safe?
When asking this question, it gives information on this particular pest:
Are you seeing droppings or live activity?
What are Rodents
Mice/Rats
This pest can get into a hole as small as a dime, a slit as thin as a pencil
What are Mice
This Partner has a Service for Ticks, Fleas, Fire Ants and Chiggers
Who is All American
In (6) Steps of a Call Flow, this would be Step #6
What is Wrap up/Validation
This Response is used when customers ask this particular question:
That question is best answered by the technician because it will be based on what they see when they get there
What is: What will they do/How do they do the treatment?
When asking this question, it gives information on this particular pest:
Are they light brown in color or Dark Reddish Brown?
What are Roaches
This pest requires you to remove all your clothing from the drawers and closets and have them laundered
What are Clothing Moths
What is One Time Service Pricing
When Collecting Demographics, we do not ask for the CITY where someone lives, we ask for this instead
What is ZipCode
For a Partner We CAN schedule for:
When documenting a Rescheduled appointment in an account these (4) pieces of information
What is: WHO Called, WHY they rescheduled, WHERE WAS the appt, WHERE IS it now/where we move it to.
When asking this question, it gives information on this particular pest:
Are there wings falling off?
What are Termites
This pest requires you to leave the home for up to (4) hours and have your pets treated before they re-enter the home
What are Fleas
This Section is the best place to locate if a Customer CAN/CANNOT schedule a Saturday Appointment.
What is Protocols
When Collecting Demographics, this is the word that MUST be used when asking for EMAIL and PHONE Numbers
What is CONTACT
When adding notes on an account regarding a NB QUOTE these (4) Pieces of information should always be included
What is: The Service, Pricing, Pest Issue, and Reasons they did not move forward
When asking this question, it gives information on this particular pest:
Are they small or large?
What are Ants
This are the only (2) pests that can often be confused with similar signs of activity as Bedbugs when people think they are "getting bitten"
What are Fleas, and Carpet Beetles (Larvae)
This Section is the best place to find information to make sure I've done all the most important things for the campaign when fielding calls.
What is the Partner Recap (Partner Checklist)