Overall
True or False: It is okay to coach someone on a password.
FALSE
What number do people call when it comes in as a basic inbound?
877-206-9141
What might happen if you don't document where the AP prompts you to?
You could end up sending a blank email to the dealer.
True or False: It is okay to reset your AP after referencing an account on an answering service call?
False
We care _______
First
How many times do we attempt to search for a subscribers account?
3
When referencing an account, what two pieces of information are best to help us find the correct account?
Account number
Address
What do we use when there are only dealer codes on an account?
IU
Which company will have us troubleshoot their devices for subscribers?
Alert One
Lockbox information can only be given to who?
The subscriber and dispatch
What are the difference between Basic, Vanity, and Answering Services
Basic- Anyone calling into our 8772069141
Vanity- A dealer SPECIFIC type of call
Answering Services- Where we act as the main office, call overflow
If dispatch is calling in to update information what do we need to do to our AP to give us the correct outcomes?
Manual event
Disp Update
Refresh/Override
What are the two internal extensions?
Dealer Services and Accounting
What information should be added to a temp note for a subscriber that has passed away?
Please disregard all but meds and LTT's
What are some ways we can build rapport? (give 3 example)
Use customers name
Manors
Be empathetic
Check appearance
Show your interest in subscriber
When do we transfer someone over to Dealer care? (Give two clear examples)
-When someone asks for dealer care with no other information.
-When someone asks for dealer care and gives you an account number and what the issue is.
-Subscriber Data Entry
What are the three things we should be listening for in the first few minutes of a call?
Full Name
Who they are with
Why they are calling
What are 3 password rules
Verify name and a password at the same time
Don't repeat passwords out loud
Give them 60 seconds after asking for a password
Don't coach someone on their passwords
Passwords must be given in the correct order
Plural forms of passwords are acceptable (always less never more)
Spelling and pronunciation are okay
If our action plan gives us two outcome for tech support, "Emergency" or "Non-Emergency" how do you decide which one to pick?
You give the option to the subscriber.
What is the ARG technique stand for?
What is the ARG technique used for?
Apologize
Reassure them that you will get a supervisor
Gather Information
Supervisor calls
Give the three reasons we would follow the 1 hour rule on a BURG account?
If the previous alarm was a false alarm
If previous was no contact with a 4109
What are 3 things we can try to use if the account number is not pulling up the subscribers account?
-Address (numerics & zip code)
-Phone number
-Full Name
When is the only time we do not follow the 60 second rule when transferring to an internal extension?
NEVER! We always hold on the line.
You get an answering service inbound call from someone that needs help with multiple issues what should you do?
Handle one at a time!
What does the ASAP technique stand for?
What is the ASAP technique used for?
Acknowledge and Apologize
Sympathize
Accept Responsibility
Prepare to help
Used to help upset customers.