GENERAL ACCOUNT UPDATES

General Pet Owner Updates Account/Pet Details

​If the customer is calling to update any information on his/her account make sure that they have the T&C´s accepted. ​If they don´t, you have to read it to them and accept it.

​Terms and Conditions

Multiple Choice

Can we procced if Terms and Conditions are not approved?

• TRUE

• FALSE

There are several ways to edit different records for Accounts. We recommend the button bar on the Right side of the page, where you will find Edit.

Alternatively, you have the Pencil Icon next to the field we want to update/change. Once all changes have been made click the Save option at the bottom of the page.

If you update communication preferences to Opt-out, all other options need to be unticked.

The Account Name is an exception. This has a Pencil Icon but it's only editable by certain team members. If you try to edit this, you will get a red message on Save & need to follow the Name Change process.

Multiple Choice

You can edit the Name on the Pet Owners account

• TRUE

• FALSE

Customer interactions that are dealt with as 'First Call Resolution' do NOT need a Case to record the details. The Call Disposition will be used to log these interactions.

If you feel the conversation needs to be documented or further action is required, please go ahead and raise a Case.

Case Details
Status = Closed (If all action is taken and no further action is required)
Case Origin = Phone
Type = Update
Case reason = Select the correct option
Description = details of the call and updates made/action required
Click Save  

For Name Change you follow the same process just select the appropriate status under the HomeAgain Case window.

Multiple Choice

We create a case on every call

• TRUE

• FALSE

​GENERAL PET ACCOUNT UPDATES

Customer confirms Pet has been rehome to a new Pet Owner.
Do they have Information on who now has the Pet? IF YES 
Click the Initiate Transfer button and follow the 'From Current Owner' process.

Update Pet Status

Customer confirms Pet has been rehome to a new Pet Owner

Do they have Information on who now has the Pet? IF NO
Change the Pet Status to 'No Longer Have Pet'
Sub Status = Rehome
Additional Information = No

​Update Pet Status

Customer confirms Pet has been Surrendered to a Facility
Change the Pet Status to 'No Longer Have Pet'
Sub Status = Surrendered
Additional Information = No

​​Update Pet Status

Customer confirms Pet is Deceased
Change the Pet Status to 'No Longer Have Pet'
Sub Status = Deceased
Additional Information = No

Mark deceased at the end of the call!

​​​Update Pet Status

Multiple Choice

When do we mark Deceased?

• When the Pet Owner tells us

• When we are at the end of the call

• When the Pet Owner surrendered the pet

• All of the Above

Multiple Choice

We can make arrangements ONLY with the account holder and NOT additional contacts?

• TRUE

• FALSE

Multiple Choice

Can anyone make a payment for the account?

• TRUE

• FALSE