QA
What is the call flow, in order?
Introduction → Active Listening & Empathy → Resolution → Recap & Additional Assistance → Closing → Documentation → Value Adds
What does NTF stand for?
Non-Typical Frequency
What is the mileage limits for FOX? and what is the milage rules for FDS?
You change a customer to an NTF. What document MUST be added?
HPP Addendum
How many Value Builders should you be looking for throughout a call?
3 or more
What 5 things are included in the Appointment Notes Template?
Pest, Lactation, Amount Length of Issue, Improvement from last service
What 3 pests are covered under the Yard Enjoyment Plan?
Mosquitoes, ticks, and fleas
What type of route do specialty services go on?
Color routes
When should incentives be offered during a save attempt?
LAST
How would you build rapport with the customer?
Asking the customer about their life, hobbies, job, etc.
A customer is upset about ants returning. Before jumping into scheduling, what should you demonstrate?
Active Listening and Empathy
A customer has a Single Service and asks for a free reservice. Do they automatically have a warranty?
No, only if the Branch Manager approved one.
How many Time Frames can be scheduled on one route per day?
3
What is the maximum coupon a CSR can offer during a save?
Up to 1 month
What resource could you proactively tell a customer about to view service notes, billing, and upcoming services?
Customer portal
A CSR gives the customer the correct solution but never actually completes what they promised. What part of QA is impacted?
Resolution
Which 3 plans can be changed to Green Services?
FHPP, YEP & Commercial
A Relationship Tech is full. What type of tech should you check next, especially for a reservice?
Utility Tech
A customer calls asking ONLY for a lower price. You give them a discount and they stay. Does it count as a save?
No. The customer has to initiate a cancellation request.
What makes something count as a Value Builder instead of simply doing your job?
It must go beyond what's required and be proactive, not something the customer has to ask for.
How quickly should a CSR answer an incoming call?
Within 10 seconds
When does the 30-day warranty begin for a Bed Bug service?
After the first follow-up
What results do you report in Hypers vs Abutters
Hypers: any result that appears.
Abutters: Exact address match
A customer wants to cancel an FDS account. Who handles the cancellation?
The Branch Manager
How many value builders are there?
Infinite