Booking
What would you put as the problem code if a cx calls for a Precision Tuneup for their A/C? Their unit is old and in the basement.
CPTOBR= Condenser Precision Tuneup Old Basement Residential
What benefits are included in the RQ/ PP membership?
1) waived trip charge
2) priority scheduling
3) 15% discount on parts and labor
What should you do if you log in later than your 5 minute grace period?
Send an email to Venisha and CC Khy
How many teams does Khy lead over?
3- This team, Special Projects, and Dispatch
If a non member customer calls stating they just had a tech out, do you still quote them a trip charge?
Yes. Advise the cx that we do have still have to quote them a trip charge, however we have a 30 warranty on repairs and the tech can waive the trip charge during the time of service.
if a cx calls in to renew or sign up for a membership, who do you email?
Deshawn Hornback, Stephanie Argueta, and Jerrod Williams
When should you use the main chat?
When Khy is not here
What is Khy obsessed with?
Astrology and zodiac signs
If the center is closed the next day.
What are the membership abbreviations for Advantage customers?
RV and RU
What is the goal for booking rate and sales?
99% and 200 sales
Customer calls wanting a quote to get their A/C fixed, as it is leaking water. How would you book this ticket?
F ticket Department 20 with trip charge
What do you do when a cx calls to get something installed?
tell the cx you will send their info to the scheduling department and send to the center to schedule.
What is a PR membership? What is included?
An annual plumbing membership.
1) waived trip charge
2) priority scheduling
3) 15% discount on parts and labor
4) 1 maintenance visit per year
What should you do if you receive an email from Venisha?
REPLY ALL if a response is required.
An advantage customer calls in complaining about about bad service. Who would you email the cx's complaint to?
The center, GM, and 187 Support
What is the most important thing to check before booking a customer?
Their zip code
cx has an advantage water heater with us. He calls in stating his A/C is not blowing cool air and needs a tech out. What is the call type and department number for this ticket? Do they have to pay a trip charge?
F and 20. No trip charge.
What should you do if you miss more than 2 calls?
Send an email to Venisha stating why (with screenshots)
cx calls in saying they want to cancel their service appointment because they got their unit to work? How would you try to save this appointment?
Best (2) rebuttals wins! Remember you have to get 2 no's from the cx.