Show:
Customer Service
Clients
Policy
Workflow
Misc
100
We are all about Customer Satisfaction
What is Installs Mission?
100
Select Comfort: "Thank you for calling Installs. This is _____. How may I help you?"
What is the greeting for Select Comfort?
100
The information that you ask for to verify
What is customer's full address including zip code, name and phone number
100
Transfer the customer to Dell Customer Care
What is how to handle a Dell upsell?
100
Pull up the order by customer's name if this is the person calling in.
What is the customer?
200
Saying the customer's name at least once in the call.
What is connect with the caller?
200
"Thank you for calling Installs."
What is the proper closing for Select Comfort calls?
200
Offer the first date, time and arrival window on your DOLI screen.
What is how to offer an appointment to a customer to schedule an order?
200
The Staples customer could be scheduled to a Staples Mobile Tech.
What is if a Staples customer tells you his order is already scheduled and you don't see this in DOLI?
200
Can we have the servicer attach the headboard and/or footboard to the bed during a mattress/boxspring delivery and setup.
What is NO
300
Ask if you can place the caller on hold, refresh every 2 minutes, thank the caller for holding.
What is the proper hold procedure for Installs?
300
If an hhgregg store calls in to reschedule the customer because they don't have the equipment available yet.
What is the client for a reschedule reason?
300
The servicer is the reason for the reschedule
What is when a store (client) calls in to notify you that the servicer's truck isn't large enough to fit the appliance?
300
An Estes Pro Number
What is an account number
300
The warranty for HT orders
What is 2 year warranty on installation?
400
Pull up the order by DOLI job number
What is how you pull up an order when a servicer calls in?
400
No, there is no recycling fee for this service through Costco if they purchased a premium on wall.
What is there is no recycling fee?
400
The customer is responsible for the reschedule reason.
What is when the servicer arrives and the customer doesn't have the mounting bracket needed to mount their TV on the wall?
400
The standard fee is $20.00.
What is a standard trip fee amount?
500
When would you take the payment for a Costco upsell.
What is do we process payment for a Costco upsell?
500
Is there ever a reason that you would give a store or customer a servicer's phone number.
NO, What is do you ever give the servicer's phone number to a store or customer?
500
You open this type of escalation when a customer calls because it is 12:30 and the servicer has not arrived for their 8am-12pm appointment.
What is a Missed Appointment Appointment?
500
If neither the store of the customer will pay for the upsell, what do you do?
What is enter detailed notes as to why the job is not completed?
500
Schedule this kind of order to the original servicer if creating this kind of order.
What is a service call?