Schedule This!
Customer will be out of town the week of quarterly appointment. This is the kind of service she's asking you to reschedule.
What is Maintenance Service
Mrs. Lopez is upset because no one showed up for her service today. After empathizing, this is the process you should follow.
What is Same Day Reschedule.
Ms. Foster's account is on hold, but she is trying to schedule an extra service. This is what she must do before you can schedule it for her.
What is pay her past-due balance.
This is the number of common pests covered by the PestFree365+ product
What is 39
When greeting a customer you should never use this type of identification.
What is company branding
Mr. Lee got a letter in the mail that his yearly termite service is due. This is the process should you refer to?
What is Termite Warranty Renewal
Mr. Boyd calls because a Terminix truck ran over his mailbox. This is the process you follow.
What is Urgent Complaint
Customer says they missed their autopay payment because their card was hacked. Before offering to update the information, this is what you should do.
This service covers things like weeds, fungus and mole crickets.
What is Lawn Service.
This is the information you need to collect if you are not speaking to the primary account holder.
What is the relationship to the customer.
St. Luke's hospital called and they have bedbugs in Room 381. This is the process you should refer to.
What is Same Day Emergency Service.
Ms. Bucmahnn is upset that her monthly price has gone up yet again. She is unreceptive to any reselling of services. This is the maximum amount you can offer.
What is 100% of the increase.
Ms. Williams would like to change her billing schedule from annually to monthly. This is the process should you follow
What is change of billing frequency.
A customer has a racoon in their garage, upon looking at their account you see they only have termite service. This is the process you should follow.
What is Schedule an Inspection.
At the end of every call you should offer the customer the opportunity to take this.
What is the Survey.
Mrs. Haahn is selling her house. The Real Estate agent told her she needs an inspection. This is the process you should refer to.
What is a Termite Real Estate Transaction
Mr. Chen is quite upset because this is the 3rd time that his technician did not show up. This is the first alternative you should offer him when rescheduling.
What is the back up technician.
A customer calls in to pay their bill of $100. You look at the customer's total balance on the invoice tab and see it is only showing she owes $50. This is the most likely reason.
What is Open Credits
In areas where a Terminix Franchise is present and we operate as JaRoy, BugOut or Active, this is the name of the comprehensive pest service offered.
What is Year Round Pest Protection Plan (YRPPP or YRPPP+)
This is the number of pieces of information are needed to fully verify a customer.
What is 2
A Steritech employee reaches out because there is a roach infestation at Millie's Meat House. This is the process that should be followed.
What is Same Day Emergency
Mr. Kent is upset that he received an invoice for a service he did not receive. You rescheduled the service, but he is still quite upset. This is the maximum amount that you can offer to take off his bill.
What is $50.
Mr. Sharma is insisting that he was incorrectly billed. He mentions that he has called before and is waiting on a solution. Instead of creating a new ticket for the dispute, this is what you should do.
What is Escalate or Follow up on an existing ticket.
Even if the customer has active service with us, we will not service this pest between April and August while they are raising their young.
What are bats
To improve customer satisfaction, you should always try to achieve this by solving the customer's problem yourself whenever possible.
What is First Call Resolution