Red
We need to get this from the subscriber before giving out information (except for meds).
What is full name and password?
These two buttons allow us to connect to an inbound call.
This is a good way to decide between emergency and non-emergency tech support.
What is asking the subscriber?
The amount of times we attempt to locate an account before moving on with our action plan.
What is 3 times?
These are the two people that we can give LBM information to.
What are dispatch and the subscriber listed on the account?
We should repeat these two pieces of information back to verify we found the correct account.
What are site name and address?
If we can't locate the account on a vanity inbound, our action plan will have us do this.
Generate service and transfer to the main office.
These are the best two pieces of information to look up an account.
What are xmit# and address?
We should avoid doing these three things if we can't locate the account.
2. Promise the Subscriber we will find the account soon
3. Go outside the AP to generate service
Nancy's ASAP technique is made up of these four parts.
What are Apologize, Sympathize, Accept Responsibility and Prepare to Help?
If a dealer has a question about their bill, we will do this.
What is warm transfer to Accounting?
If a subscriber calls in to set up an account, this is what we should we ask them.
The ARG technique consists of these three parts.
What are Acknowledge Issue, Reassure that we will get a supervisor, Gather info.
We represent ourselves as this on answering service signals.
What is the main office?
We use this manual event code when dispatch is calling back in.
What is Disp Update?
Anytime we generate a Manual Event on an inbound signal (e.g. generating service, disp update) we will need to click this button.
What is Action Plan Override?
We do this if a subscriber has a question about their bill.
What is reference the account and generate service?
We should never do this on an Answering Service signal because it will loop the subscriber back to the monitoring center and charge the dealer twice.
What is generate service?
When locating an account using the address, we try these two pieces of information first.
What are street numerics and zip code?
This animal lives in Artic regions and has long tusks that never stop growing.
What is a walrus?
These are two ways to communicate with an operator locked to an account.
What is a handoff message or Manual Event 4115?
When removing a test for a caller, we just need this information.
What is their name?
This is why it's important to verify that we are accessing the correct account.
What is accidentally taking action on someone else's account and putting subscriber in danger?
This is why we document wherever our Action Plan asks us to.
What is preventing the dealer from getting a blank email?
This type of transfer is ALWAYS used for Dealer Services and Accounting.
What is warm transfer?