General
Who are all the supervisors for the support center? Who is your supervisor?
Jerrod Williams, Lenny Henderson, and Venisha Richards (double points if you add Dawn Boyd)
Venisha is our supervisor
When putting a cx on the reserve schedule, what must you say to the cx before booking them?
"All our schedules appointments are full, however I will put you on our reserve schedule and our dispatcher will call you within the next 2 hours with an estimated time of arrival"
When booking an on call ticket, what should be included in the subject line of the email?
the center and are number and the ticket number
What's your least favorite zodiac sign?
points for all
Who sends out the "After hours please read" emails?
The leads
When booking an advantage cx, do we still have to say "ask the tech about our advantage program" at the end of the call?
Yes. Tell the cx "ask the tech about our other advantage program offers available"
cx calls in stating she had AMAZING service from the tech that came in her home yesterday and she wants you to pass the information along. Who do you email?
The center, 187 operations, and the GM
What is Khy's favorite gif to use?
The baby saying "wassup"
What will get you an automatic zero for QA?
1) Not leaving notes
2) Not mentioning memberships
3) Not turning the recording on/ off when taking CC info.
When booking in the center's last hour, what procedure should you follow?
Book the cx on call. Email the ticket to the center and cc afterhours us dispatch. Do not send to tech or page in the last hour
For center 90, who must you include on the email when booking reserve?
Tina Arroyo
When was the last time the Cowboys won a superbowl?
1996
What are 3 things you should not say to a cx? (company jargon)
1) "ETA"
2) "The center"
3) "HVAC"
4) "RQ Membership"
5) "A/C"
When booking a commercial cx and the commercial tab isn't updated, what do you do?
Book the cx using the SERVICE tab
When you book a TXU cx, who all should you email?
the center, and cc 187 Support and the GM
Who on our team has sold the most RQ's?
Alexis
How many errors must you receive in a month to receive a disciplinary action? (write up, verbal warning, etc)
10+
An advantage cx calls in stating her AC unit is leaking water in her basement and she needs a tech out. Her unit is brand new and she is very upset, so she wants to speak to someone to about her unit and the reoccurring issues she has with it. What is the call type, department number and problem comment on the ticket? Who will you send an email to?
Call type 1 department 27 problem comment CWLNBA.
Email the center cc 187 operations and the GM
When booking a reserve scheduling request, which 187 do we cc?
187 SUPPORT
What are 3 categories on QA that are worth DOUBLE POINTS
- Verifying the cx's email
- Leaving notes
- Sympathy/ empathy
- Using the correct greeting
- Presenting the correct trip charge
- Getting 2 no's to save the appointment
- Dead air
- Classifying the call correctly