Billing
Customer has a balance on their account for $50 which is their monthly payment. They prepaid their initial and had that service yesterday. What's wrong with this account?
It was set up last month so the billing schedule is off. To correct this credit memo the one invoice.
If a customer is upset does that automatically mean its a cancel call?
No, they may just be frustrated with the situation. Its not a cancel call unless they say the word cancel.
What was Jacey's last day with us?
Wednesday :(
Does Fox have required metrics to hit?
Yes, These are all fox standard metrics.
You have a customer who needs an appt on Tuesday their tech Sam is not available but another relationship tech Jeff is. Can we schedule on Jeff or should we look at utility?
Look at utility, or a different day. We can only schedule on the customers relationship tech unless approved by dispatch.
Whats the difference between a refund and a reverse payment?
Refund goes back to the card. A reverse goes into the abyss.
Customer wants to cancel because they cant afford our services due to company hours. Do you need to ask more questions to see if this is the real reason or should we drop price?
Always ask more probing questions. Financial reason tends to be a smoke answer
Name one CSR who has posted a dog gif in the last week in our team chat.
Luis Ramirez, Brandon
You have a VERY long call and use your 4 minutes of aftercall work. Does this mean your aftercall work metric is shot or can you offset it and if so how?
You can offset ACW by taking calls with very short ACW. Its a law of large #s
You have a customer who needs an appt at 8 am exactly. You schedule a 8-12 am customer states I need to be the last appt. Will a note on the appt help?
No, Set proper expectations
Customer wants to get a TT because they are seeing rodents and are very stressed. They have a balance of $30 that is 34 days past due. Can we schedule the TT?
No if there is a balance more than 30 days past due we cannot service until they pay.
Customer says they never seen the tech on the property and wants to cancel. You can see photos on the account that we were out at the service. What would be a good follow up question?
Looking at the notes I see some photos of your home from the service. Is there a reason you feel like the home wasn't serviced or do you feel like we missed something at the service?
What is Wileys favorite drink in the morning?
Coffee
What is a metric we will also be held to starting in Sept. (Hint its on the CSR one stop shop)
Feedback errors
Customer wants to know when the tech will be at their home. The customer is scheduled for an AT appt but they are on the techs 3pm spot. Can you tell the customer the tech will be out at 3?
No, The times on a techs route are not valid times. It is just the order of appt and techs dont always follow it.
Customer is frustrated that we billed them in June for their non-typical service then again in Aug for it. They signed up for non-typical service in march this year. Why are they getting billed twice?
They are outside of their 30 day warrantee. So it is a chargeable service. Try to switch them back to an HPP
Customer calls in wanting to cancel. The call seems weird when you authenticate the customers answers are delayed. Is it the phone delaying or could this be a D2D rep?
Yes this can be a D2D rep, verify last 4 of card # on file
What day was the last fun chat posted?
Tuesday - funny gif chat
What is first call resolution?
If a customer calls back within 7 days of their call to you.
Where can you see the techs max reservices and what counts as a reservice?
On the top of the techs template.
Reservices are - Target Treatments (TT), Follow ups (F), Bonus stops (B)
Customer is confused on their billing and wants to know whats going on. What can you send them so they can see the billing ledger with you?
Statement of accounts
Customer is in FDS and wants to cancel. They have not had their initial service yet. Can we cancel?
Yes. This is a QBS but always try to save it first.
If someone fell down in the room and got embarressed, who would say I didn't see a thing?
Sean
What does fox standard mean vs Iconic?
Fox standard is the required metrics you should be maintaining. Iconic means you are going above and beyond or excelling in that metric.
Customer calls in very upset because they have bees in their home. You can get them in next day. Should you proactively offer a timeframe?
No, always default to an anytime appt. If they customer wants a timeframe they will tell you. The more we offer timeframes the less we have for those who need it.