CSR Processes
What are the two things we NEVER confirm?
Demo and project cancellations
How do you know if a customer is a 1Solar customer?
They are located in Idaho
A customer has reached out to us that they were supposed to have someone follow up with them on an inquiry and they never heard anything back. Which common trigger is this an example of?
BONUS 50: How do we win them back?
Being abandoned/ignored.
BONUS: Taking ownership, providing them with your direct line and making yourself their go-to, answering their questions in a timely manner
How long before a customer's insurance expires do they begin populating in our EIO reports?
2 weeks
Who do we loop in for a conduit bid?
Colton
A customer reaches out that they are tired of recieving texts and emails from us. What trigger is this an example of?
Being hassled
What should the invoice sention on Podium payments be?
Customer's First & Last name | Phone number
Will a battery from another company affect their warranties with us/ apsystems?
Nope! We just cannot do any work on the battery if they need anything with it in the future.
A customer receives a call from SE, SE then passes the inquiry to us. While assisting the customer, a few different reps are in communication with the customer. What trigger is this an example of?
Being shuffled
To what department do we pass employment verifications to?
Finance
If a customer reaches out requesting their license number, address, and project cost for their HOA or ARC, where can this information be found?
All of this can be found in their P&I!
Someone reaches out upset that our SDR's knocked on their door, and wouldn't go away when they said they weren't interested. They said the SDR ignored their "No Soliciting" sign. What trigger(s) is this an example of?
Being disrespected/being ignored
What do we do if a customer requests a generator during their install? (for each state)
WI: Loop in installs for their area to check availability
MN & NE: AIR out - generators unavailable
What are the 5 things you should grab to prepare yourself to tackle a UBB?
(HINT: Prep steps in Canvas)
1. Billing period
2. Solar credit
3. Usage on bill
4. Customer charges
5. APsystems production from billing period
A customer reaches out to us repeatedly about their loan payments, and we keep referring them back to the loan company, but the loan company is not helping them. What trigger is this an example of?
Being powerless