Sections of a Mystery Shop
Voice tone- plesant, friendly - Not Robotic
What is Telephone Etiquette
There are this many steps in HomeTeam's Exceptional Customer Service process
What is 6 Steps
The President Of HomeTeam
Who is Brady Camp
Starting on this day past due we start making our "soft calls"
what is 25 days past due
COMPANY standard for retreat response 24/48 Hr
what is 65%
This section of the mystery shop focuses on how many rings before answering, if customer was placed on hold, and how many minutes a customer was on hold
What is Telephone Survey
Customer Should feel their business matters to you, and that you personally care they continue service with HomeTeam
What is to Own It
Our Parent Company
What is Rollins
A measure of the average number of days that it takes a company to collect payment for a Service.
What is DSO
This is the standard for DSO
9 days or less
What is Telephone Etiquette
What is closing
What is our vision
at this point in the collections process we should be making 2 calls
What is 60 days past due
Mystery Shop Standard
what is 90%
Offering a two hour service window falls under this category
What is Retreat process
Connecting on a personal level; Establishing trust. Customer should feel like their concerns are acknowledged and that you can relate as a consumer
What is empathizing with the customer
Six of these make up the beliefs, principles, and ideals that HomeTeam holds closest to our heart.
What are Core values
Who is ARMS
This is the Standard for Answer Rate
what is 90%
Close with customer, recap what you are going to do to help with the financial concern. Thank for allowing you to find a solution to keep them as a customer. Close with thanking them for being a customer. If they cancel use I'm sorry to see you leave. falls under this category
What is the Cancel Financial Process
The customer can't see it but they can hear it.
HomeTeam was established in this year
What is 1996
When you take a payment for a bad debt you must do these things
What is
1. Create and post an MBDR
2. Notify OM to remove from ARMS
These are our Core Values
What is Commitment to serving others, Transparency, Fun, People Focused, Continuous Improvement, and Team work