Misc
Yes or No?
A customer sends a text message thanking us for updating them on their appointment status, should we respond?
Yes
A customer calls in looking for a maintenance plan for their home. As they were shopping around they come across Bardi's world calss customer service. The customer has 2 systems, a mini split, and 2 water heaters they would like covered under their membership. They dont like to have monthly statements hit their credit card so the representative informs them of this price.
What is $360
When dealing with a customer who needs to speak with a manager Crystal makes is clear. If she is not able to take the call from you, you should create a task using this name in service titan
Who is Customer Care?
A customer has called in looking for assistance. They have no heat. After investigating you learn that the home was built in 1925. You also find out that the customer was born the same year that the home was built and suffers from Asthma. They are not sure on the age of the system or the last time it was replaced. The appointment is then classified and scheduled as this priority level
What is Emergency
At Bardi, there is a meeting that takes place one a month for everyone to meet and see new hires, to celebrate occomplishments and to break bread with free breakfast. This meeting takes place on this day
True or False?
All notes on the customer location, billing, and job pages should be pinned to the top?
What is False?
Customers looking for updates regarding appointment ETAs involving estimates call into the call center for help. In these cases the representative should ask for information using this teams chat.
What is the Sales chat?
This person, known for their dedication to customer satisfaction, is the head of Bardi Operations
Who is Brian Cline?
A customer has called in with an problem regarding their furnace not blowing warm air. The system in question is 7 years old. The other system in the home is 10 years old. The customers are newly weds and are planning on having company over for the holidays. The agent checks the capacity board and classifies the calls as this priority level.
What is a high value call?
When calling Bardi home services, A customer has the option to speak with our 3rd party partner if the wait is to long and they continue to hold. The customer also has an option to leave us a voicemail. If a call is missed in the call center, customer will normally receive a follow up via this platform
What is Chiirp
When moving a maintenance appointment, it is important to pay attention to this automated booking feature. An agent should be aware of whether it is on or off, depending on what is happening
What are job notifications?
A customer is calling because they have questions regarding the estimates that were left for them by the technician. They want to speak with the technician regarding the conversation that they had and wether or not they need all of the items that were quoted, the csr should reffer the customer the this person.
Who is Ezmeralda
This person is responsible for Plumbing installation. All questions regarding plumbing install, and excavations should be directed towards them
Who is Greg Richards?
A single mother with a 3 day old infant has called in looking for assistance. She is in a panic. She tells you that her husband just left her and she is keeping the house but there are several projects that were left undone. She attempted to use the garbage disposal before having the baby and noticed that it made a loud banging noise and started smoking. She is back home now and needs it to be fixed before her parents come into town for a visit and wants the next available appointment. The appointment is then classified and scheduled as this priority level
What is a Non - Emergency
Friends of Bardi memberships come with a lot of benefits. One of which is the extended warranties for hvac and plumbing services. Customer should be informed that the warranties are this long for HVAC service repairs
What is 5 years?
A customer has called in to to schedule an appointment for a commercial plumbing job. while scheduling the csr should pay attention to and remove this automated tag
What is the potential member tag?
A customer calls in after an hvac installation where we replaced the upstairs ac and furnace units. The installation took place 1 week ago. They are calling because the temperature dropped yesterday and their living room was freezing cold and they are upset because they just got a unit replaced. The agent would schedule the call as this
What is an HVAC problem Call?
True or False?
It is ok to give a customer the name and email of directors if asked for that information
True
Someone calls in regarding a property with a tennant they are having trouble with, The home is on a slab, and has a sceptic tank attached. The drains on the outside of the home all seem to be backing up due to the tennant insisting that grease is biodegradeable. The caller informs you that the clean out has overflowed, which has caused a back up in the french and gutter drains outside the home. They also let you know that this tennant is the worst of all the properties that he manages. The agent reviews the details and needs to schedule the call using this availability
Often times this company will go out and notice gas leaks or work that needs to be done and will refer Bardi to customers whenever contracts are needed.
Who is Atlanta Gas & Light
A representative gets a call from someone saying that they need outlets and lights replaced after having their roof replaced. They tell the representative that we have a deal with Bardi so that we can come out to quote them at no charge for this work. Once the representative schedules this call they will leave this tag on the job
When a customer calls in to move forward with an estimate, the representative will go through the sold work process. They will create a job and convert the estimate requested by the customer and notify this depatment of the work
Who is dispatch?
What is the office of the president, or Customer care
It is Friday at 3:57pm and a customer calls with a serious issue. They explain to the agent that while turning on their furnace they noticed a gas smell, and a loud banging noise coming from the furnace. They have safety concerns and are demanding to have a technician out ASAP. The customer goes on to explain that they are personal friends with Adam Bardi and that his business is in jeopardy if his customers and contractors are walking throughout the facility smelling gas. The agent reviews the sistuation and classifies the call using the the following availability
What is a service we dont offer
People often times, are unaware of their annual inspections. Other times they schedule their inspections and forget about the appointments. While dates are cleaned up, or upon customer requests to cancel said appointments, some of them must be moved to a later date rather than cancel, however these annual inspections are able to be cancelled and dismissed by a CSR without moving
What are Plumbing and Electrical Inspections