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Sections of a Mystery Shop
Exceptional Customer Service
All about HomeTeam
Collections
Company Standards
100

Voice tone- plesant, friendly - Not Robotic

What is Telephone Etiquette

100

There are this many steps in HomeTeam's Exceptional Customer Service process

What is 6 Steps

100

The President Of HomeTeam

Who is Brady Camp

100

Starting on this day past due we start making our "soft calls"

what is 25 days past due

100

COMPANY standard for retreat response 24/48 Hr

what is 65%

200

This section of the mystery shop focuses on how many rings before answering, if customer was placed on hold, and how many minutes a customer was on hold

What is Telephone Survey

200

Customer Should feel their business matters to you, and that you personally care they continue service with HomeTeam

What is to Own It

200

Our Parent Company

What is Rollins

200

A measure of the average number of days that it takes a company to collect payment for a Service.

What is DSO

200

This is the standard for DSO

9 days or less


300
Using the customers last name throughout the call falls under this same section of each type of mystery shop. 

What is Telephone Etiquette

300
In this part of the call you are thanking them for being a customer

What is closing

300
To Deliver a delightful service experience every time for a life time

What is our vision

300

at this point in the collections process we should be making 2 calls 

What is 60 days past due

300

Mystery Shop Standard

what is 90%


400

Offering a two hour service window falls under this category

What is Retreat process

400

Connecting on a personal level; Establishing trust. Customer should feel like their concerns are acknowledged and that you can relate as a consumer

What is empathizing with the customer


400

Six of these make up the beliefs, principles, and ideals that HomeTeam holds closest to our heart. 

What are Core values

400
This is the Agency we use for our 3rd party collections

Who is ARMS

400

This is the Standard for Answer Rate

what is 90%

500

Close with customer, recap what you are going to do to help with the financial concern. Thank for allowing you to find a solution to keep them as a customer. Close with thanking them for being a customer. If they cancel use I'm sorry to see you leave. falls under this category

What is the Cancel Financial Process

500

The customer can't see it but they can hear it.

What is Smile
500

HomeTeam was established in this year

What is 1996

500

When you take a payment for a bad debt you must do these things

What is 

1. Create and post an MBDR

2. Notify OM to remove from ARMS


500

These are our Core Values

What is Commitment to serving others, Transparency, Fun, People Focused, Continuous Improvement, and Team work