Memberships
Who should you email if customers want to cancel their membership?
DeShawn, Steph, and cc Jerrod
Which 187 should you CC on a reserve scheduling request?
187 Support Team
Where should you ask any customer questions?
In your team chat... In main chat, if your TL is off/break/lunch.
What is the Booking Rate and Sales Goal?
Booking Rate - 90%
Sales Goal - 200
What 3 benefits are included in the RQ/PP membership?
1- Waived trip charge
2- Priority scheduling
3- 15% discount on parts and labor
When sending a customer complaint to the center who should you ALWAYS CC?
GM and 187 Operations
What is Empathy?
The ability to understand and share the feelings of another.
Non-member customer calls requesting a quote to get their A/C fixed, as it is leaking water. Call type? Dept Number? Trip charge?
Call Type- F Ticket
Department- 20
With a $99 trip Charge
What is a PR/PA membership? What is included?
A plumbing membership. PA- Monthly PR-Annually
1) Waived trip charge
2) Priority scheduling
3) 15% discount on parts and labor
4) 1 maintenance visit per year
Advantage customer calls in for the 3rd time about his system not working properly. You calm the customer down and decide to send over an email. Who do you email? Who do you CC?
To - Center
CC- GM and 187 Operations.
What is the most important customer service skill?
EMPATHY!
What must you always do to AVOID receiving an automatic ZERO?
1.LEAVE NOTES
2. Mention Memberships
3. Turn off the recording when collecting payment info. Turn it back on once done.