CSR QUIZ

Which of these Alder Greeting options is the correct one to use?

• “Thank you for calling Alder. My name is [John] on a recorded line. What can I help you with?”

• “Thank you for calling Alder. My name is [John] on a recorded line. How are you ?”

• “Thank you for calling Alder. My name is [John] on a recorded line. Who do I have the pleasure of speaking with?”

• “Thank you for calling Alder. My name is [John] How is your day going so far?”

Answer explanation

Refrain from asking, '' How are you?'' or ''What can I help you wth?

What is the same code that the customer uses to arm and disarm their system?

Answer explanation

This is a four-digit code found on either Secure-net or Alarm.com, depending on which service the account uses.

Which of these statements are true?

• The verbal password CANNOT include:

  The customer’s name or address.

  Profane or offensive words, swear words, racist terms, or any other insensitive words.

  Help words. (“Emergency”, “Safe”, “Help”, “Fire”, etc.)

• If the customer only provides the panel master code, this will be enough to provide account information

• The verbal password is used by Alder and the monitoring station to verify whether a person is authorized to speak on behalf of the account. The verbal password may consist of a code word, phrase, range of numbers, or a mix of letters and numbers.

• If the customer only provides the panel master code, you can give out the verbal password but just dont forget to put it on your notes

Answer explanation

 

When verifying an account, the customer must give their verbal password exactly. We cannot tell the customer the verbal password unless the account is is what status?

When verifying an account, the customer must give their verbal password exactly. We cannot tell the customer the verbal password unless the account is is what status?

• Active/Delinquent

• Active/RTC

• Data Entry

• Active/None

Answer explanation

Only in cases the customer is on a Data Entry status you may be able to provide verbal code!

What do we need to do or advise If someone calls in stating that the customer has died and there is no other name on the agreement and they are looking to close the account?

• If there is only one signature, which means one account holder, there is no way they can cancel the account

• If there is only one signature, which means one account holder, we will need a death certificate on file before speaking to other family members about the account. 

• If there is only one signature, which means one account holder, we will need an Alarm Certificate on file before speaking to other family members about the account. 

• If there is only one signature, which means one account holder, we will need a mortgage statement on file before speaking to other family members about the account. 

Answer explanation

We need an official death certificate uploaded to “Document Management” with the document type set to Death amount. 

A customer is considered “past due” as soon as their payment is one day late. If the customer would like to pay their entire past due amount, it will be taken by Customer Relations. If the customer wants to set up a future payment or if they want to split the past due into separate payments, What department would you transfer this customer?

• The customer would need to speak with the Future Payment Department to create a payment plan.

• The customer would need to speak with the Loyalty Department to create a payment plan.

• The customer would need to speak with the Billing Department to create a payment plan.

• The customer would need to speak with the Fire Department to create a payment plan.

Answer explanation

Check the Account Status, if it says "Active/ Services Terminated", "Cancelled/ Collections" or "Cancelled/ Services Terminated", transfer the customer to Billing.

Which of these facts are true?

• ROR

  Right of Recission. The time period directly after installation when customers are able to cancel without penalty.

• EOT

  End of Term. The last 15 months of a customer's agreement.

• ROR, EOT and Slammed Accounts - Only Customer Loyalty agents can give these customers their exact contract date. Other departments can provide the contract year and transfer them to Loyalty for more information.

• A & C

• A, B & C

Answer explanation

When a customer requests to cancel, the main goal is to understand and listen to the customer’s needs and concerns. Do everything you can to help the customer remember the value of the system and the benefits it provides.  

Cancellation Call Handling Advice - 

Which of the following statement best describes Slams:

• A Slam is when EOT Department approaches one of our customers and switches or attempts to switch our equipment out. Slams are handled by Customer Relations and Loyalt department

• A Slam is when another company approaches one of our customers and switches or attempts to switch our equipment out for theirs and sign them up for another agreement. Slams are handled by the Customer Loyalty department.

• A Slam is when another company approaches one of our customers and switches or attempts to switch our equipment out for theirs and sign them up for another agreement. Slams are handled by Hellotech department.

• A Slam is when Schedulinng Department approaches one of our customers and switches or attempts to switch our equipment out. Slams are handled by Scheduling department

Answer explanation

_{^{Identify Signs of a SLAM}}

_{^{Customers are not always willing to tell us that they are looking into switching to a new company. It is important to pay special attention when you encounter the following scenarios because they are good indications that the customer is being slammed.}}

_{^{System offline}}

_{^{The caller claims to be a ‘son’ or ‘daughter’ calling for their parent, but sound much younger or older than would be expected.}}

_{^{The customer asks for the remaining balance on the account or uses other industry-specific jargon.}}

_{^{The person claiming to be the customer calling in to cancel, but is clearly not the customer. Wrong gender, wrong age, etc. Review pre to verify if you are speaking with the customer).}}

_{^{Written NOC without any recent issues noted on the account.}}

_{^{The customer is asking about agreement details and/or about our equipment.}}

_{^{The customer calls in to take down the panel due to remodeling, painting, etc.}}

_{^{The customer calls in to change ALL their contact information or to request direct invoicing.}}

What Survey would you fill out if the customers calls in claiming that they never got the equipment and the status of the shipment is not ''Delivered''

• Duplicate Shipment Issues Survey

• Post Shipment Survey

• Return Shipment Survey

• Shipment Issues Survey

Answer explanation

^{Shipment Issues}

_{If customers call in with the following shipment issues, agents will fill out the Shipment Issues Survey. Our Customer Support Team will review the submissions and submit FedEx claims if applicable.}

_{NOTE: Agents are still responsible for sending a replacement package if one is needed. **}

These packages should be marked as Lost when filling out the survey. 

TRUE or FALSE? If a DIY customer is insistent that they need a technician to install their system, you can refer them to use HelloTech. However, customer’s  should be aware that they are in charge of setting up the appointment and paying for the services.