Customer Account Management Quiz

What should you identify when pulling up a customer account?

• The customer's active service

• The type of account and pest issue

• The customer's payment history

• The customer's location

What should be reviewed to determine active services on an account?

• Customer's feedback

• Recurring Services or One Time Services in History

• Customer's billing history

• Previous service tickets

What should be done if a recent service ticket has not been created or modified?

• Move to Step 4: Handling Service Requests

• Move to Step 3: Review Account Notes

• Create a new service ticket

• Contact the customer

What should be included in the note format according to CRM Interaction Templates?

• Customer's payment method

• Callback number added or verified

• Customer's favorite service

• Customer's address

What should be checked if a service has been scheduled or a pending Service Ticket has been modified?

• Customer's feedback

• Service Ticket Protocols and Scheduling Sections

• Customer's billing history

• Previous service tickets

If a Previous Service was performed and another appointment has been created -What is the time lapse that should occur from the last service appointment to the new one being scheduled?

• After 5 days have passed

• After 10 days have passed

• After 15 days have passed

• After 20 days have passed

What should be checked regarding the Service Code in the ticket audit process?

• If it is the correct service for this visit

• If it matches the customer's name

• If it includes the technician's initials

• If it is written in bold

What is required for the Order Instructions Format for a Current Customer Appointment?

• Confirmed for [DATE] between [TIME RANGE] Inspect and treat for [PEST] {LOCATION}, [Initials]

• Confirmed for [DATE] between [TIME RANGE] Inspect and treat for [PEST]

• Confirmed for [DATE] with a technician's name

• Confirmed for [DATE] with a service code [PEST] {LOCATION}, [Initials]

What should be done if the pest issue was for Fleas, Roaches, Moths, or Bedbugs?

• Ignore the issue

• Note PREP INFO on Current and New Business Tickets

• Only note on New Business Tickets

• Only note on Current Business Tickets

What should be verified about the Price in the ticket audit process?

• If it is the lowest possible price

• If it aligns with the service code and rate card

• If it includes a discount

• If it is higher than the standard rate