Calls
Call note template
What is
"NAME:
PROBLEM:
SOLUTION: "?
Customer lost their job and can't keep up with the monthly payments right now
What is Financial Difficulty?
Customer text: "Do you know when the technician is coming?"
When would you send, "They'll give you a call when they're on their way!"?
The time after the call ends to write notes and make account changes
What is aftercall?
Customer requests additional service between their quarterly appointments
What is a target treatment?
Call intro
What is, "Thanks for calling your Fox Family! This is ___, how can I improve your day?"
Customer called us for mice in their attic but it turns out they were squirrels
What is Not Within Scope of Service?
Tech notes: "250 initial 55 monthly"
When would you send an agreement to the customer?
How we measure the quality of our calls: Intro, Active Listening, Resolution, Recap, Closing, Documentation
What are QA scores?
List of people who need to be notified before we service anyone in their area (CT, PA, NJ)
What is the Hypersensitivity List?
Customer has continued pest activity even after multiple target treatments
What is a manager stop?
Customer says they didn't realize it was a plan that they signed up for, they thought they could just call when they had bees
What is Sales - Expectations Incorrect?
Tech notes: "Ran out of time"
When would you text the customer and schedule a new appointment?
Protection Plan cancels / total Protection Plans
What is Cancelation Rate?
Billing: After Each Completed Service
Price: $195.00
Frequency: Quarterly
What is a Home Protection Plan?
Customer can't afford the quarterly service right now, they'd like to wait a few weeks (skip)
What is a payment hold date?
Customer says they want to cut costs
What is Value Not High Enough?
Tech notes: "This sale is supposed to be on me. Please update the account and schedule another appointment to go out."
When would you tell leadership to check out the alert?
Customer reviews
Promoters % - Detractors %
What is Net Promoter Score(NPS)?
Bed Bug and Single Service Subscriptions are this long
What is a 30 day warranty?
Customer is upset with their specific technician's service
What is a manager bonus stop with the regular technician?
Customer says their mice problem really never went away. They don't want a manager, they just want to stop the service
What is Service Results?
Tech notes: "Ticket #3569803 Dig Safe will be there between April 7 and 28." (MA)
When would you schedule a NE Sentricon - Ground Install?
Protection Plans completed / Protection Plans due that month
What is Completion?
YEP treatments requested by the customer between their regular treatments
What is a Target Treatment - Specialty?