Call Flow

The following are the most effective and efficient ways to discover information on the account:

• Contact Customer Solutions to confirm troubleshooting was done

• Review the equipment that is installed on the panel through inventory deployed and the installed equipment under panel details

• Ask the customer directly about their situation

• Review cases and find info from previous conversations

Customer says that they won't stay on because their equipment hasn't been working and because every time after they troubleshot equipment with tech support, we never offered a tech to go out to their home. What isolation question would work best?

• If all of your equipment was working and we sent out a free tech, would there be any reason that you would want to cancel today?

• Was the troubleshooting completed when you talked to our troubleshooting team?

• Is the only reason that you want to cancel because you did not have a free tech?

• If you were to speak to our troubleshooting team and they could fix your problem and you are able to pay the tech fee, would there be any reason you would want to cancel?

Customer says that they're equipment doesn't work and is upset that nobody has been able to fix it. Check all the following that apply as a question that can be asked

• Ask, "What equipment hasn't been working?"

• Ask, "What has your experience been working with our troubleshooting team to get this fixed?

• Ask, "When did you last call in?"

• Ask, "What happened when our last technician was out at your home?"

What is the correct order of the Call Flow?

• Intro, Greeting, Discovery, Ask Questions, End of call

• Intro, Discovery, Delivery, Closing

• Greeting, Intro, Discovery, Troubleshooting, Closing

• Intro, Discovery, Troubleshooting, Closing

True/False: "I am here to help you" is a branded confidence statement used in the introduction of every call.

• True

• False

What information should be included in the greeting? select all that applies

• Specialist name

• ask for " customers name"

• department

• Smart Home Specialist

• ask for "account number"

True/False: The primary passcode is not required if caller is confirmed as Contract Signer, Contract Co-Signer, or documented Power of Attorney

• True

• False

What are the steps to mailing passcode confirmation?

• Create document, select document (passcode confirmation), click next, click back, under attachment select passcode confirmation, click print

• Create attachment, select document, print document

• Email passcode confirmation request to [e-mail]

• Passcode confirmation cannot be mailed

True/False: Passcode change can be requested by anyone that is passcode verified

• True

• False

True/False: It's important to know what kind of history the customer has had with the system and with us as a company. Look at the account and case notes, see how often they've called in and how many techs they've had

• True

• False