Top 12 Q&A Calls from Customers

Receiving Payments #

I received XXX in the mail/email, and I would like to pay my bill.

1. “Mrs. Jones. I would be happy to help you.” – Lookup the account—read the red notes. Click on the invoice tab to verify the balance. Take the payment on the payment slip, fill out each category. Ask the customer about auto pay going forward. Setup reminders.

Calling in for a WDIR #

(I’m selling my home and need my termite report)

1. Yes! I can help you with that. Our New Service team can help you with that and can get you the wood destroying insect report appointment scheduled. Please hold while we transfer your call. (Park the call to the new service team for a representative to take it. If they are unable to answer, this is the only type of call it is acceptable to take a message for.)

Service Appointment Inquiry #

Hi! I received a message that ya’ll are coming out tomorrow. I want to be home for the service, can you let me know about what time?

1. Lookup account—read red notes.
2. Verify the time and give a 2-hour window. Technicians will likely run early versus late.
3. Make notes in the account that a time was given and notify CSR via Slack.
4. If a reschedule is needed, transfer the call to the CSR assigned to the technician for a reschedule.

Rescheduling Appointment #

Hi! I received a message that y’all were coming out tomorrow and that time will not work for me.

1. Lookup account
2. In training/receptionist – Transfer that call to the CSR assigned to the technician route/post in #reception
3. CSR – Reschedule the appointment and Slack other CSR to notify one fell off.

Problem Reporting #

I have XXXX problem (rodents, termites, pests not included in our general or prime pest program).

1. Look up the account—Are you a new customer or existing customer?
2. New Customers – Transfer to a CSR (pest control)/New Service
3. Existing Customer – Look up subs they have with us and help customer/post in #reception for help.
4. Response – Yes. We can help you with that. I am going to transfer you to a member of the new service team.

Technician Job Instructions #

Technician calling in regarding job instructions—

1. Pull up account to find account info or gate code info.

Billing Questions #

Questions about my bill

1. Look up account—Read red notes and click on subscription tab, then invoice tab. Explain service and collect payment or park the call for the account channel.

Updating Account Information #

Update account information

1. Look up account—Update info by clicking on Acct# on main screen.

Customer from Houston #

Customer calling in from Houston location

1. Answer the call and approach the customer as if they were a local customer. It is important for us to maintain the local business approach.
2. Review the account to determine if the call needs to be transferred. If the customer has a question, post the message in the #houstonoffice Slack channel.

Returning Call #

I received a call from someone at Arrow and was returning the call about services.

1. Lookup account—determine if a possible new homeowner or appointment confirmation for upcoming service.
2. If a new homeowner, park the call to #newhomeowners. If the call rings back from park, assure the customer they will be right with them and Slack the team individually. If an appointment confirmation, lock the appointment on the scheduler and make a note in the account.

Pre-Treatment Scheduling #

I was calling in for a pre-treat (a builder, or other company will be making this call)

1. Yes – I can help you with that. Please let me know the area:
   • Baton Rouge – Mary will need to schedule the pretreatment. Her cell is: 225-572-6253
   • New Orleans/North LA – Teresah will need to schedule – Claire is the backup.
   • Houston – post the message in the #houstonoffice Slack channel.

Perimeter Scheduling #

I was calling to schedule my perimeter/I received a notice in the mail.

1. Yes – I can help you with that. Let me get you over to our new homes representative to go over scheduling your service the builder paid for.
2. Post customer’s information in #newhomeowners channel.

Call from LDAF #

I’m calling from Louisiana Department of Agriculture (LDAF)

1. Transfer the call to Michelle or Claire to let them know that they are on the phone. Michelle/Claire handle all regulatory issues.