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The secret to succeeding in this job is to READ, REVIEW, AND USE RelianceNet with every call. Here are a few tips: 1After you have opened the call, and offered assistance, right away reassure the customer by saying: I can certainly help you with that. 2Complete the Verification process (Name, address with the Postal Code, Phone number, and email address) 3Check the coverage under Customer Services tab to understand what type of coverage do they have (Rental WH, Rental HVAC
The secret to succeeding in this job is to READ, REVIEW, AND USE RelianceNet with every call. Here are a few tips: 1After you have opened the call, and offered assistance, right away reassure the customer by saying: I can certainly help you with that. 2Complete the Verification process (Name, address with the Postal Code, Phone number, and email address) 3Check the coverage under Customer Services tab to understand what type of coverage do they have (Rental WH, Rental HVAC
The secret to succeeding in this job is to READ, REVIEW, AND USE RelianceNet with every call. Here are a few tips: 1After you have opened the call, and offered assistance, right away reassure the customer by saying: I can certainly help you with that. 2Complete the Verification process (Name, address with the Postal Code, Phone number, and email address) 3Check the coverage under Customer Services tab to understand what type of coverage do they have (Rental WH, Rental HVAC
Call Flow Path The secret to succeeding in this job is to READ, REVIEW, AND USE RelianceNet with every
call. Here are a few tips:
1- After you have opened the call, and offered assistance, listen carefully to the customer and understand the reason for the call. Then right away reassure the customer by saying: I can certainly help you with that. 2- Complete the Verification process (Name, Address with the Postal Code, Phone number, and email address) 3- Check Billing Information Summary to make sure that the account is NOT DELINQUENT. (Not required if it is a Call Back) 4- Check the coverage under Customer Services tab to understand what type of coverage do they have (Rental WH, Rental HVAC, CPP) 5- Check the Eligible Services tab, to understand if your customer is qualified for CPP and/or COD. 6- Always Always Always complete the Probing Question before you click on Book SWO. If a SWO is required, get the Equipment and the Problem ID (Problem Code) from the Probing Questions. 7- When booking SWO with ACCOUNT HOLDER, offer Appointment Booking Confirmation (ABC): E.g. Mr Smith would you like to receive an appointment confirmation and reminder emails and text messages pertaining to this appointment? 8- Use the appropriate MFS document to complete the process without missing any step. 9- CHECK REGULAR CAPACITY FIRST. 10- Remember: Reliance Technician will call the customer when ENROUTE. Contractor will call within (based on protocol) TO BOOK AN APPOINTMENT directly with the customer. 11- Remember: IS THIS THE BEST TELEPHONE NUMBER TO REACH YOU AT? 12- Remember: PLEASE ENSURE THAT THE EQUIPMENT IS FREE FROM OBESTRUCTIONS ( A CLEAR PATH TO THE EQUIPMENT) before the technician arrives. 13- Remember: SWO BOOKED TO A CONTRACTOR, CLICK FAX TO AGENT. 14- If you have exhausted all of your resource and still need help, post in chat using the appropriate format (Prem Code, Customers name, your specific questions) 15- Always Always Always add notes to CSR notes , and to Tech Notes if required. 16- Offer Paperless if applicable 17- Offer CPP if qualified call. Objections handling is in the Rebuttal Document. Read the Full Verification Script before adding a CPP. 18- Offer Further Assistance: Is there anything else I can help you with today? Have I answered all your questions today? 19- Close properly: Mr./Ms. customer, thank you for choosing Reliance and have a great day.