Basics
The button you press to send a call to a different number
What is the "Transfer" button?
Things you should do before transferring a call to another department.
What is "ask for permission from the caller" and ask for additional assistance?
Calling to make a payment
Take payment
Request for large item pickup
confirm Resi/comm, transfer spec 2/premier
New Service
Probing questions to determine if Resi or comm
The button you press to join 2 or more calls into a single call
What is the conference/consult button?
What we no longer need to do before a transfer
What is enter a transfer case?
Schedule an oncall/extra pickup that requires a payment
Take payment
When is large item pickup day?
Transfer to spec 2/premier
Change service level (container size or service days)
Check KMT, if available, transfer to appropriate department
The type of transfer of transfer where you don't have to wait on the line
What is a cold transfer?
What is "Are you able to continue in English"?
What is my balance?
Inform of current total balance and any past due amounts
Spring/Fall Cleanups
review division announcements for dates, transfer to bulk for additional options
Cancellation
Empathize and transfer
The type of transfer where you have to wait on the line
What is a warm transfer?
Detail to confirm before transferring to ensure they reach the correct person
What is customer category
Why is my bill so high?
Transfer to Spec 2
Few pieces of Construction materials
Spec2/premier
Current Residential customer wants a RO
Transfer to New Business
The RS Departments that require warm transfers
What are National accounts and Relationship Desk?
What are case steps and call handling guide.
Called to pay a past due that caused account to close
Ask if they need to reinstate, if so, xfer to sales. If not, take payment.
Recently renovated home
Ask probing questions. Likely needs RO, xfer to New Business
My bill is too high
Empathize and transfer to sales