Please, thank you, can you hold for a minute, how may I help you
What is being courteous / manners?
100
The code used to take a personal phone call
What is DND 18?
100
Verifying correct contact information for every location
What is phone verification?
100
Flag the email with your color
What is the first thing to do when you begin working a request?
100
Per Mike nozzle is missing BB ~L
What are proper work order notes?
200
Not eating or chewing anything while on a call
What is good phone practice/behavior?
200
Caller is no longer on the line and you have to finish some additional work
What is after call work?
200
Is there anything else I can help you with? Thank you for calling AIR-serv.
What is proper call closing?
200
St#1234 WO#1234532 nozzle is missing BB
What is the general format for work order notes for service box dispatches?
200
1605
What is Customer Solutions extension?
300
Are You Really Listening? Being an Effective Team Member, 1 to 1: Customer Service Success
What are AIR-serv University courses?
300
Contacting and speaking with another department prior to transferring a call
What is a warm transfer?
300
Let's caller know where they have reached and who they are talking to
What is a greeting?
300
Edit email with dispatched and initials, file in appropriate folder
What is done with completed/dispatched request?
300
6-8 weeks
What is refund turnaround time?
400
I apologize for the inconvenience; I understand how frustrating that must be. What I can do for you today is. .. .
What is empathy?
400
3 calls or more in queue
What is the number of calls in queue that indicates the time to get out of project and jump in queue?
400
Let's the caller know they are in the right place with the right person and you are ready and willing to help
What is an acknowledgement statement?
400
Copy exact verbiage, edit subject line with work order notes
What is Hygeia dispatch procedure?
400
New Sales Op for CT
What is sent to Mary Mauzy?
500
*I’d be happy to check on your commissions
*I’d be happy to open a work order to replace the nozzle
*I can certainly take your information and forward it
What is an acknowledgement statement example?
500
Your voice can portrait many things. Monotone and flat; Emphatic and high-pitched; Drawn-out; Friendly and energetic.
What is tone?
500
Greeting, acknowledgement, phone verify, clarifying questions, provide correct information, turnaround time, proper work order notes, additional offer for help, proper closing, friendly, polite.
What is included in a 100% call?
500
IVR Pin 162600
What is RaceTrac pin for work order notes?
500
Customer states their vehicle was damaged due to our machine
What is a property damage general liability form used for?