A customer in Charlotte asks "I need my trash cart exchanged, when will that happen?"
What is the Charlotte Division Home Page and in 5 business days.
100
A missed Residential Pick up is keyed under this screen and this code?
What is F9 and a RTM
100
The type of questions I need to ask my customers.
What are open ended questions.
100
(After you verify the caller's phone number) I must always ask my client if they have this piece of information (if not asked within the previous 30 days).
What is their Email address?
100
BB is the abbreviation for this type of recycling container.
What is a Blue Bin
200
A customer in Baltimore asks what size Front Load containers do you have?
What is the Baltimore Commercial tab and 2, 4, 6, and 8 yard FL containers.
200
You receive the Red X of doom, this key clears your screen.
What is the CONTROL key (Ctrl)
200
I show this skill to my customer who has had a loss in the family and needs to close their account.
What is Empathy
200
Is an example of a proper greeting.
What is "Good Morning / Afternoon / Hello, Thank you for calling Republic Services, this is ___, how may I help you?"
200
Our CEO
Who is Don Slager
300
A customer calls to ask about ther bill and why it is so high, where would you find what Wrap Up Code you would use? (and name it)
What is Policies and Procedures and "Billing Questions / Concerns"
300
When keying ANY note in InfoPro, what 2 pieces of information must be on the note?
What is the caller's name and phone number
300
"I can help you with that" is this type of statement (think Quality).
What is a confidence statement
300
I am demonstrating this when I say "Please" and "Thank you" and don't chew food while on the phone.
What is Phone Etiquette / Professionalism
300
Republic Services's Three Lines of Business (LOBs)
What are Industrial, Commercial, and Residential
400
Who is the general manager of the 803 Division?
What is Under the Northern Virginia Tab and Shawn Anderson
400
I am unsure of what code to use so I would use this function key to find a list of available codes.
What is the F4 key
400
Professionalism, Empathy, Timely-ness, Good Tone of Voice, and Good Communication Skills are examples of this?
What are Characteristics of an Exceptional Professional
400
The kind of transfer we always perform
What is a Warm Transfer
400
The City and State that Republic Services' corporate office is located.
What is Phoenix, Arizona?
500
A customer in Sumter County SC Calls to see what type of Cart they will receive?
What is Under the Columbia & Lee County Residential Tab, Subscription Tab, and a 96 Gallon Cart.
500
A customer calls in with a question about their bill and you answer it for them, I would key this kind of note, with this code.
What is an F2 note, code is a closed CSIN
500
Your role at Republic
What is an Exceptional Professional
500
I always offer this before I use a proper closing statement.
What is Additional Assistance
500
I speak with my neighbor who works for a competitor and we share business information, I am violating what policy?