Reliance Home Comfort - Call Handling Quality Assurance Guidelines

1.0 Customer Experience 1.01 ACTIVE LISTENING: The CSR gives their full attention, allows the customer to fully explain and engages the caller by using effective fact finding to get pertinent information to provide resolution
CSR demonstrates they clearly understand the caller by paraphrasing and/or appropriate clarifying questions CSR uses appropriate verbal queues; Yes, I understand, Okay demonstrating engagement No interruptions and/or over speaking or CSR waits for customers answer before moving on to the next question Try not to assume the needs of the caller. Repeating or reconfirming information throughout the call i.e. did I already ask for your postal code? , can de monstrate a lack of focus.

1.02- Provides Reassurance

Acknowledges and commits support to customer request. Put yourself in the customers shoes- use words to tailor customers mood, positive words such as: I can, I will trigger positive reactions. The acknowledgement statement should be positioned at the first appropriate opportunity. Examples are: I can assist you right away with that. Let me take care of that for you. I can certainly help you with that I will be happy to have that taken care of for you I will definitely look into that for you Use positive statements. What Im going to do today is , I completely understand Refrain from negative statements Im not sure I will try that could lead to negative reactions.

1.03- DELIVERY - How it's being said?

Responses are Clear with appropriate Volume, Pace and Grammar used: V Volume I Inflection T Tone A Articulation L Language S - Speed

CSR demonstrates an understanding and appreciation of the impact of their tone, voice quality, and pace of speech has on demonstrating engagement.
Be friendly, it is possible to remain professional and courteous and still be friendly. This is easily achieved by using good inflection and modulation in your voice, by showing an interest in your callers conversation and by sharing laughter and lighthearted moments when the opportunity to do so arises during the call. CSR provides responses that are concise and easily understood by the customer Does not speak too loud/soft or fast/slow for the customer, matches the customers pace CSR sounds interested and it is reflected by the verbal queues on the call

1.04- Did CSR provide Confident and Timely responses throughout the call? **No hesitation**
Responds to customer queries in a manner that instills trust and puts caller at ease Provides prompt responses to customer queries CSR came across as very knowledgeable CSR responds without hesitation in a timely manner It is okay when you dont know the answer as long as you confidently reply you will find out the answer. i.e. Thats a good question, let me find that out for you. Provides answers with a reasonable amount of confidence by communicating answers in a convincing fashion. The prospect of a repeat customer call unlikely not impacting customer experience or call handling time

1.05- Maintains Positive Attitude/Respectful - does not fall for emotional hooks (no condescending, patronizing or sarcastic comments)
Did the CSR emulate Reliance Values of: Treats others as they would like to be treated Acts as an ambassador for Reliance and has a passion for the business CSR has a positive, mature and responsible attitude towards needs of the caller and the Reliance image

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If all of our calls were like this, wed be comfortable that customers are likely to recommend Reliance Does not use sarcasm during the course of the call or uses curt comments Positive image of the company/co-workers portrayed CSR acknowledges customer issue, takes accountability but does not place blame on others in the organization or systems

2.0 Process 2.01- Being prepared to take the call & Delivering Standard Company Greetings
The greeting of the call needs to be pleasant, informative and brief. You should be clear & have a smile in your voice when offering the greeting. Believe it, a smile can be heard and a smiling voice is more welcoming and relaxing. Your caller will subconsciously appreciate it. All applicable systems up and ready, greet the caller immediately when presented with the beep no food in mouth, headset on, mute button off This is an example of effective greeting: Thank you for calling Reliance my name is.. How may I help you?

2.02- Obtains or Verifies Customer Information

Customer Verification should be standard on any call. Verification is important as it protects both the call and RHC. If the call verification process is NOT completed it could compromise the company and the callers privacy. You could be disclosing pri vate information that the caller is not entitled to hear. Account Verification: Requires that the CSR always know the name of the person that they are speaking with and as necessary that the CSR ask if the caller has the knowledge and consent of the account holder (not required on a call pertaining to service) before providing any account information.

Account Holder

Alternate Authority or Coap

Spouse (named or not named on the account)

update as required

Other

Commercial Account

update as required

update as required

do not make updates

update as required and only if speaking to someone who has the authority/responsibility of receiving the bills account holder's name, full address with postal code, OK if postal code not known.

First level of authentication, ask for

full address with postal code, OK if postal code not known.

account holder's name

account holder's name

account holder's name, OK if account holder name not known if call is for service. full address with postal code. OK if postal code not known.

Second level of telephone authentication, numbers, ask for or confirm email ask for

full address with postal code, OK if postal code not known.

full address with postal code, OK if postal code not known, telephone numbers, ask for or confirm email

telephone numbers, ask for or confirm email

Remember if an update to the email address is required, CSR should check to see if account is paperless, if it is then the CSR must also update Kubra. Unparsed information must be fixed - refers to misplaced information (where the house number and or unit number is in the street name field) Verification of email, offering CPP and offering current initiate (paperless)is not required when call pertains to an existing service call CSR should use judgement to determine if they can proceed. An example of where you should ask the caller to find out necessary info and call back would be - an owner who can't provide you the specific address of their property.

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TIP: Having trouble with verification? Here are a few hints to help: ******
To get this done for you, I need to validate your account information In order to proceed, I do need to confirm some account information I want to resolve your issue; Iet me confirm some account information before proceeding

2.03- Follows Correct Business Process

All applicable checklists, MFS, CRS, CSS Matrix, Reliance Net, Call Handling Guidelines As applicable for Service Calls Only: 1 offer the customer appointment confirmation and email notifications 2 ask that the area where the technician will be working is clear orf obstructions. As applicable for Move Calls Only 1 on a move out call, where the customer will not have a new account, asking for email and paperless is not required for the existing account. Where paperless is already active, CSR should verify the existing email address during verification.

2.04- Follows Correct Procedure

Any applicable Data Entry functions. ie. Service order, processing a move, updating accounts (notes, names, billing address)

2.05- Was current initiative offered on call if applicable?

Current company directive which adds value to all applicable calls. Paperless Billing is the current initiative Refer to Paperless billing training document on the Reliance Net for eligibility and details.

Account Holder

Alternate Authority or Coap

No

Spouse (named or not named on the account)

Yes as applicable. If accepted be sure that email is verified and updated as necessary in Kubra

Other

Commercial Account

Can you offer paperless

Yes as applicable. If accepted be sure that email is verified and updated as necessary in Kubra

No

Only if speaking to someone who has the authority/responsibility of receiving the bills. . If accepted be sure that email is verified and updated as necessary in Kubra

All Call Types - only offer paperless after customer concern has been addressed. It is acceptable to offer/speak about/introduce paperless in order to fill dead air, for example it would be OK for a CSR to speak about paperless while completing the set-up of a service order. All Call Types - if during verification the caller says no to email because they dont have a computer or email address you are not required to offer Paperless

All Call Types, except for Service: CSRs to include a Rebuttal to Paperless Offer, unless customer replies adamantly saying No when offered paperless.

All Call Types: Paperless Scripting to include a presumptive offer. See example of acceptable scripting below Example 1: Transition scripting
Mrs. Smith, Ive noticed youre not on Paperless billing like most customers, lets get you set up Mr. Smith, while Im finalizing your request Ive noticed youre not on Paperless billing like most customers, lets get you set up Mr. Caller I see you are not currently on paperless billing, let me set that up for you now.

2.06- Correct Closing i.e. Thank you for calling Reliance / Further Assistance
The closing of the call is equally important as the greeting, as it leaves the customer with a final and lasting impression of the interaction and of Reliance Home Comfort. The closing, just like the greeting, should be pleasant, brief and sincere. Pleasantries at end of call are always a nice touch. There are instances where offering further assistance is not appropriate, for example: CRS call where follow up is absolutely required or ETA call for service where a definite arrival time has not been provided.

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**Note further assistance is not required on UEI dealer calls.

Closing with Further Assistance

Is there anything else I can help you with today? Thank you for choosing Reliance. Heres what I have done for you Have I resolved all your issues today? Thank you for choosing Reliance. For UEI customers Is there anything else I can assist with? Thank you for calling UEI or UEI Financial

Closing Statements
Thank you for calling Reliance, have a nice/great day. Thank you for choosing Reliance, have a pleasant day/evening. We appreciate your business @ Reliance. Thank you for calling

3.0 Revenue Generation 3.1 Was a Feature and a Benefit provided (pitch) SALE
CSR must attempt to sell a CPP to all qualified account holders and include in their pitch features/benefits of the product. It is not enough to just ask the customer if they are interested in signing up for our comfort protection plan. CSR should provide a benefit or feature of the plan when promoting. I.e price, piece of mind, worry free, etc.

Account Holder

Alternate Authority or Coap No

Spouse (named or not named on the account) Yes, if CPP applies. Can also offer to any owner. This could be a sibling, child, parent etc..

Other

Commercial Account

Can you offer CPP?

Yes, if CPP applies

No.

No.

The account holder is considered qualified if:: They are the home owner- this can be identified by asking or in the owner field in the Overlay Lives, or will live in a qualified area- must show as applicable within the Overlay or on the CPP availability chart on One and Sold page of Reliance net. On a moves call CSR are required to ask even if RHC does not have a water heater at the new address, but where all other conditions are met. Has qualified equipment- forced air gas furnace, air conditioner or boiler Does not currently have a CPP, Tarrion warranty, a rental HCOM system or Reliance warranty Caller does not have to have a current account with us, they could be moving into an area where there may not be a rental but where they still could still have a CPP. Note- it is not required to offer CPP if customers issue is not resolved, the customer is irate or if the call needs to be transferred to another department or if calling about an existing service work order. For example, if customer has an

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ongoing issue that they are waiting for resolution on, if customer needs to call back to speak with another department that is currently closed, etc. Also, CPP would not be required on a call where the service issue at hand has upset the caller and offering the CPP may further upset them. Your offer should be consultative, relevant to the caller, tell them why they need it, ie landlord calling - convenience customer with small children peace of mind for family and budget wise, senior customer peace of mind who to call.

Here are some examples of sales pitches 1. While I am setting up your service call I noticed that you have not taken advantage of one of our comfort protection plans. Did you know that for just $0.45 a day, you could be protected when your furnace or a/c breaks down? It is getting close to furnace start up season. Have you thought about purchasing a comfort protection plan so that you are covered if there are any issues once you turn it on? That way, you will not have to worry about not being covered and having to pay out of pocket especially since it takes 21 days to activate a plan. While I am looking into your issue for you, I was wondering why you have not taken advantage of our comfort protection plan.

2.

3.

Use probing questions (open and close ended) to determine your customers needs, then associate their needs to a product feature and present it as a solution. i.e How old is your furnace/ac? What type of repair and maintenance and maintenance have you had completed in the past 12 months? Do you have a plan should something go wrong with your furnace or ac?

3.02 - Did CSR Objection Handle?

CSRs should always be prepared to handle objections. If the customer responds that they are not interested the CSR should politely ask as to the reason, or perhaps ask if the customer has a plan with someone else, this type of conversation could lead to a discussion and providing new information that is of interest to the customer. Please refer to the CPP Rebuttal document on OAS page for list of objections and responses. If after you offer the CPP the caller says they are interested but would like to review the details or that they are interested but need to speak with their spouse - respond with the following: Mr/Mrs ____________, I understand. With your agreement I can enroll you in the Comfort Protection Plan today to ensure your coverage starts in 21 days. Once we enroll you, we will send a welcome letter with the terms and conditions in the mail. Customer agrees - complete the scripting below. Customer does not agree, offer the customer the Reliance Website where they can find all the details of the CPP.

3.03- Full verification script completed

Scripting that must be read to the caller: 1 - Mr/Mrs ______________ you are the homeowner? (wait for clear yes response) 2 - You agree to enroll in our Comfort Protection Plan? (wait for clear yes to proceed) 3 - Your plan will become active on _______________ and the monthly charges of ____+HST will appear on your next billing statement following activation. 4 - Our protection plan will cover the diagnostic fee, related service charges and most parts of your (furnace and/or air conditioner). We will be sending you a copy of terms and conditions within the next 3-5 business days. This will include a full list of all parts covered.

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Exceptions

1 - When selling a CPP upgrade or completing a downgrade a welcome package is not sent. Therefore please do not include the part of #4 above that reads We will be sending you a copy of terms and conditions within the next 3-5
business days. This will include a full list of all parts covered. Please continue to complete all other parts of the script.

2 On a Move Call where a CPP is sold you cannot always say that a welcome package will go out within the next 3-5 days and that the start date will be 21 days from today. Refer to the following and advise the customer accordingly when completing the CPP Sale Verification. The welcome package will be mailed to the customer within 3-5 days of the possession date of the new home if a future dated move and where there is a rescind period active in 21 days from the move in date The welcome package will be mailed within 3-5 business days of the current day if the date of possession is in the past. The welcome package will be mailed to the customer within 3-5 days of the possession date of the new home if a future date move and where there is no rescind period active as of the move in date Failure to complete 3.03 correctly will result in forfeit for section 3.0.

4.0 Call Efficiency

.4.01- Controls the direction of the call by using Think, Type and Talk methology Was call control maintained by ensuring appropriate handle time, minimizing dead air and Leading the conversation? CSR demonstrates ability to Multi-task throughout the call. i.e Please bear with me while I complete that for you CSR keeps the customer focused, or guide him/her back to the issue at hand CSR on equal or better footing with caller in controlling the call partners with the caller good back and forth exchange CSRs do not provide irrelevant responses that draw out the call making it longer than necessary CSR doesnt rush the call. CSR doesnt personally or let the customer ramble CSR avoids dead air by building rapport while avoiding conversations unrelated to the call

4.02- Hold etiquette- provide explanation, obtain consent, refresh in timely manner and thank for holding 1) Ask permission prior to placing a caller on hold. i.e I will look into that for you. Do you mind if I place you on hold while I do this? 2) Advises why the hold is necessary, i.e I will look into that for you. Do you mind if I place you on hold while I do this? 3) When placing a customer on hold to investigate an issue CSR should communicate the expected length of time. (not required on a transfer as CSR should never wait longer than 2 loops of the message) Waiting only 2 loops is not the expectation when transferring to CRS. In escalated issues it may also be necessary to wait more than 2 loops (i.e. competitor at door and trying to transfer to RISA) 4) Thank the caller for holding Transfers: When transferring where paperless is applicable always inform if paperless has been offered to the receiving CSR. Misplaced Queue calls, where a transfer is necessary for calls received in the wrong queue, CSR need only to verify,

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offering paperless not applicable.

4.03- CSR responds with a sense of urgency to get the job completed
CSR is moving the call forward towards next steps (solutions and/ or options) with a sense of purpose to resolve the task or issue at hand. CSR does not delay the call.

5.0 First Call Resolution 5.01- Take ownership - Offers appropriate alternatives and/or solutions.
Call ownership is defined as a commitment to solving the customers issue on the 1 contact. First Call Resolution where possible the CSR anticipates/understands the customers needs and proactively/reactively addresses issues to ensure that they do not need tocall a second time for the same issue.CSR ensures that if the issue at hand is an issue, they can resolve it. CSR takes responsibility for the issue and resolves it, or at least follows as far as their role will allow them to go. CSR addresses all issues relevant to the caller and to their area of expertise. If a disconnect occurs CSR should attempt to call the customer back
st

5.02 Customer issue directed to appropriate departmart/person without resistance 5.03- Summarizes procedures, solutions or fixes pertaining to customer issue - Recap solution (if action was required)
Reconfirming the offered resolution is required at the end of the call by stating the action taken. Ie. Is there anything else I can help you out with today? Okay, I have set up your service appt for today, between 1-5 . Recapping the offered resolution is only required when further action is to be taken or something is completed by the CSR (i.e. swo, move processed, account adjusted etc). Recapping is not required if an CSR is simply providing general information (i.e. mailing address, account balance, fax number) and no further action is required.

5.04- Reiterates any commitment to contact customer verifying date and time and provides expected response time
Primarily pertains to CRS CSRs, as follows: Follow the applicable CRS flowcharts available on the Reliance Net. Set the expectation with the customer with a follow up date and time and call back customer as promised regardless if issue is resolved or not Mr. Singh I am still working on your case however I have not received a definitive ans wer as of yet, however rest assured I am still working on your case and will let you know a response as soon as possible

5.05- Upstart Updated accordingly - Premise and Customer code

Upstart Task Completion Coding CSR are required to correctly indicate the following in the Task Completion bar: If the callers concern was resolved on this call by selecting either Resolved or Not resolved. Select the appropriate call reason(s) and drill down to select the specific call activity. Must code every call for paperless with the exception of UEI calls. Call reason and activity can be selected while still on the call with the customer. Example: Customer called in for a billing reason and the main activity of the call was an adjustment. Therefore Billing-Bill Impact would be selected as the reason and adjustment

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required as the activity. Multiple reasons and activities should be selected if applicable

5.06- Provides accurate responses

The CSR demonstrates competence and knowledge by providing proper responses/explanations and appropriate examples where required The CSR provides only applicable and appropriate information to the caller Comprehensive explanations and appropriate examples where required CSR matches the callers knowledge level and understanding, tailors responses and provides information in terms that the caller will easily understand CSR provides adequate clarification/examples that caller can relate to/understand if required and caller requires minimal/no clarification

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