Policy
You wake up and ARE SO SICK. You can't make it in to work. What do you do?
TEXT Lindsey!
A customer calls, they just had their initial service, but we missed them to do the INT. ROLE PLAY
500 points if they prevent the RS in favor of doing it on the 30 day FUP
1000 points if you also make a note (special SCH) to SCH with them for the 30 day FUP to get the INT!
How old did Lauren turn this year?!
DIRTY THIRTY!!
Name the four types of roaches we deal with at Moxie
1. German
2. Oriental
3. Brown Banded
4. American
Tell us a story about a time you provided ABOVE and BEYOND customer service!
:)
When scheduling a LCO or INT Flea Treatment - how long should the appointment be?
45 minutes!
A customer calls. They had their initial service a week ago and they are a little frustrated they are seeing ants when they didn't before! They would like to schedule a free RS. Role Play.
Set flush out expectations, prevent the RS.
Kayla's favorite breakfast food?
French Toast!
How can you tell the difference between a roof rat and a Norway rat?
The tail! A roof rat's tail is LONGER than the body!
Moxie's Mission Statement?
To Improve the Quality of Life for our Customers, Team, and Community.
Name the four points to the end of the call
1. Is there anything else we can do to better serve you today?
2. Reservice Reminder
3. Insect Joke of the Day
4. GENUINE Thank you
Customer calls, she is concerned because we only check her sentricon stations once per year, she thinks she is paying a lot for us to not do a lot of work. Role Play
Set expectations as to why we only check them once a year (disturbing termites is bad) and build value in the Sentricon system.
Dani AND Brandi's favorite fast food?
Chick-Fil-A!
What is the most common breed of scorpions in Oklahoma?
BONUS 100 points: Are scorpions VENOMOUS or POISONOUS?
Bark scorpions
Bonus: NEITHER! Trick question!
Name the Four Values
1. Do the Right Thing
2. Be Nice
3. Be the Solution
4. Keep Improving
When are the only two times it is appropriate to NOT offer the insect joke?
1. For an Acare call when the customer has cancelled (Only applies to Acare)
2. On a call ahead
Customer calls, she is seeing ants in her bathroom after we just treated a few days ago. (OHA)
Set OHA expectations with budding and product expectations.
200 bonus points: Mention sugar scrubs or fruity lotions, etc that ants like in bathrooms.
another 100 bonus points: Ask them if they have a jacuzzi bathtub, set those expectations.
Emily's favorite candy?
Reese's Pieces or Lifesaver Gummies
Cockroaches are believed to have originated more than 280 million years ago, in the _______________________era.
Carboniferous
Name the eight team talents
Genuine
Nice
Committed
Capable
Collaborative
Self-Improving
Respectful of Appearance and Property
Safety-Minded
Field expert calls you, they noticed a customer responded on podium, they want to respond back real quick. What do you do?
NO! Field experts do NOT respond on podium! Just tell the FE you will respond and gently remind them they don't respond on podium!
Customer calls, we have royally messed up their Sentricon billing and over charged them by about $500. Diffuse the situation. ROLE PLAY.
Apologize, EMPATHIZE, admit fault, explain how you know this won't happen again, explain how you are solving the problem.
Jacob's favorite sit down restaurant?
Hideaway!
How do you know if a product is detectable?
If the active ingredient ends in -IN
What should the four impressions lead our customers to think?
I can trust this person with my home and family!