Doc Summary
As an Arrow Customer Service Representative, our goal is to assist every single customer in a professional and timely manner. Once fully trained, you should be able to help every customer no matter what branch or department they need assistance.
Answering Calls #
All calls are to be answered the same by every member of Arrow Termite and Pest Control within 3 rings.
“Thank you for choosing Arrow Termite and Pest Control, this is (insert name), how may I help you?”
On Hold/Parking Standard #
When placing a customer on hold or parking, we never want to leave them there. If you are transferring or parking a call, get the necessary information from the customer, such as name, address of the property, and why they are calling. When placing information in Slack regarding a parked call, use the following format:
- Park X, Customer ID, Address, Phone number, Reason customer is calling
Before transferring or parking, state “May I place you on a brief hold while I get (insert who you are transferring to) on the line to assist you?” Wait for their response and reply “Great, thank you, it will be just a moment.”
Transfer or park the call to the other person or line. Give them all the information they gave you, such as their account number and why they are calling. When placing a customer on park, there is a 2-minute period where the customer will hold. It is very important to know where you place a customer to inform your co-worker of what line the customer is on. Once the customer has sat on that parked line for 2 minutes, they will ring back to your phone. It is important to understand that when the customer rings back to you, either take a message or try to help and finish the call to the best of your abilities.
If the other representative is on the phone, please pick the customer back up and say thank you for holding. I am sorry, but (insert CSR name) is currently on the other line (or away from their desk). Would you like their voicemail, or may I assist you?
If you are picking up a customer that is being transferred to you, you will state “Thank you for holding, this is (insert your name). Is this (insert their name)?” “Great, and you are calling to (insert the reason they are calling).” What this does is allow the customer to know that we are listening to them, and we care about the reason they are calling. By stating the reason back to the customer, you will not frustrate them by making them repeat the reason they are calling repeatedly.
Company Values #
Arrow Termite and Pest Control is a family-owned and operated company. It is important to emphasize the fact that we genuinely care about our community, and we treat our customers as we would treat our family. We care that our customers are having a pest/termite issue, and we want to make it known to them that we are going to do everything in our ability to get it taken care of quickly, efficiently, safely, and at the most cost-effective way we can.