Meeting Title: ABC | Biz KPI Review Date: 2025-07-07 Meeting participants: read.ai meeting notes, YvetteRuiz, Amber Lin
WEBVTT
1 00:01:53.725 ⇒ 00:01:56.980 YvetteRuiz: Hmm, Hi, amber.
2 00:01:56.980 ⇒ 00:01:58.440 Amber Lin: Hi.
3 00:01:58.690 ⇒ 00:01:59.919 YvetteRuiz: How are you?
4 00:02:00.930 ⇒ 00:02:07.050 Amber Lin: I woke up so late this weekend, and today it was such a struggle.
5 00:02:07.927 ⇒ 00:02:10.560 YvetteRuiz: Oh, my goodness!
6 00:02:11.610 ⇒ 00:02:20.770 Amber Lin: Especially when my bed is right there. I’m like I can. I can get up. I can get up in 30 seconds. I’ll sleep more I’ll sleep more. And then it’s actually 30 seconds.
7 00:02:21.475 ⇒ 00:02:23.589 YvetteRuiz: Oh, my goodness!
8 00:02:24.270 ⇒ 00:02:25.220 YvetteRuiz: Alrighty.
9 00:02:25.220 ⇒ 00:02:26.220 Amber Lin: How about you?
10 00:02:26.220 ⇒ 00:02:28.070 YvetteRuiz: I’m I’m doing good.
11 00:02:28.200 ⇒ 00:02:33.772 YvetteRuiz: I feel like have a little bit of a congestion. But other than that, all good.
12 00:02:34.370 ⇒ 00:02:35.160 Amber Lin: Okay?
13 00:02:36.300 ⇒ 00:02:37.079 Amber Lin: Oh, right?
14 00:02:37.080 ⇒ 00:02:46.199 Amber Lin: Wanted for this meeting. I know we’re gonna talk about the cancellation flows and also also a bit about billing.
15 00:02:46.641 ⇒ 00:03:07.130 Amber Lin: I also know that we were gonna look at the Kpi. So I just checked, I think because we’re just setting up the new data with the new 8 by 8 data. They’re changing some of the data pipeline. So I just check with the engineers when that’s gonna be up again. I do think it should be pretty quick, so I’m gonna meet with them
16 00:03:07.170 ⇒ 00:03:18.149 Amber Lin: later to at least get it set up, and then to see what else, what changes we can make to the dashboard, so I’ll make sure we can see that at least before Thursday.
17 00:03:18.990 ⇒ 00:03:19.750 YvetteRuiz: Okay.
18 00:03:22.200 ⇒ 00:03:25.000 Amber Lin: Yeah. Anything else that’s on your mind.
19 00:03:26.210 ⇒ 00:03:40.384 YvetteRuiz: No, I’m just actually trying to. I’m like behind on so much stuff with my grand, you know, with the delivery of my grandbaby. I’ve been out of the office and I’m just getting back into it. So I apologize. I am like super
20 00:03:40.840 ⇒ 00:03:45.890 YvetteRuiz: behind on a couple of things. But I did, but I did meet with my team last
21 00:03:46.040 ⇒ 00:03:59.750 YvetteRuiz: Tuesday. We talked about. We talked a little bit about the cancellation flow which all really liked it. And then we talked about the billing piece to make sure that we’re aligned, but also talking to them regarding.
22 00:03:59.890 ⇒ 00:04:10.229 YvetteRuiz: we’ve got to make it very simple for the agents to follow. And so when you’re working with Andy, I need you guys to really look at
23 00:04:10.570 ⇒ 00:04:28.550 YvetteRuiz: is this easy enough for me to understand if I’m a new agent, and so forth. So they were going to be putting some thought, you know, to that. But I you know one we just really did a deep dive to really talk about. We really gotta get what’s in here into Andy and then really start trusting the system.
24 00:04:28.750 ⇒ 00:04:29.440 YvetteRuiz: But I did.
25 00:04:29.440 ⇒ 00:04:29.950 Amber Lin: Totally.
26 00:04:29.950 ⇒ 00:04:37.659 YvetteRuiz: Test on the cancellations this morning, and it just keeps telling me Andy’s not it. It’s not responding.
27 00:04:37.860 ⇒ 00:04:40.490 Amber Lin: Yeah, it’s not in Andy yet.
28 00:04:40.490 ⇒ 00:04:41.699 YvetteRuiz: Oh, it’s not ready yet. Okay.
29 00:04:41.700 ⇒ 00:04:46.129 Amber Lin: Because we’re editing in a different document, because I wasn’t sure what I put in was actually.
30 00:04:46.455 ⇒ 00:04:56.884 YvetteRuiz: Gotcha gotcha gotcha. Yeah. So on the cancellation piece, I mean, yeah. So if we wanna how do you wanna start off? I don’t wanna be all over the map. I’m sorry.
31 00:04:57.210 ⇒ 00:05:16.069 Amber Lin: I think my goal is to be able to put this document in Andy by this meeting, or a little bit after this meeting. So it’s mostly one. Are you happy with the structure? 2. Are we? Are we happy with where we have in inserted scripts? Where are there any other scripts you want to insert.
32 00:05:16.438 ⇒ 00:05:28.579 Amber Lin: and then to look at them and see, okay, this is good enough to put an Andy for people to use and test, and then we can keep improving. And so making sure that it’s factually correct.
33 00:05:30.920 ⇒ 00:05:51.100 YvetteRuiz: I think. Yeah. So we went through this and I. And on Tuesday, like I said, and I think that what you have down is pretty good and I wanted to start testing it. Live? I wanted to start testing it live, and then I can come back and give you any like feedback on it, but I think for the most part it’s
34 00:05:51.530 ⇒ 00:05:53.680 YvetteRuiz: it’s it’s it’s it’s good.
35 00:05:54.110 ⇒ 00:06:09.959 Amber Lin: Okay? Then I have a question of, I know I put 2 templates on the bottom. So one is about cancellation template. One is revenue adjustments template. Can you tell me where those templates when they will be used.
36 00:06:09.960 ⇒ 00:06:22.359 YvetteRuiz: Okay? So yeah. So the cancellation templates gonna be used. If the customer, if they’ve already used their save tactics and the customer saying, you know. No, thank you. I still want to cancel. Then that’s when they would use this template to submit the cancellation.
37 00:06:22.380 ⇒ 00:06:28.040 Amber Lin: I see. So I’m gonna put it down here.
38 00:06:30.810 ⇒ 00:06:34.910 Amber Lin: So fill out
39 00:06:39.215 ⇒ 00:06:42.940 Amber Lin: would the revenue adjustment template also be here.
40 00:06:43.750 ⇒ 00:06:56.599 YvetteRuiz: So the revenue adjustment will kick in if we’re if like, let’s say, for instance, we use the save tactics to give them reward points, or to give them a free service or something like that, then they would use that
41 00:06:56.780 ⇒ 00:06:59.430 YvetteRuiz: they would use that revenue adjustment ticket.
42 00:06:59.430 ⇒ 00:07:00.180 Amber Lin: I see.
43 00:07:00.180 ⇒ 00:07:12.889 YvetteRuiz: For any. Write off that we’re doing so like if they felt it necessary to adjust anything off the billing or give them credit or reward points, and they would use that template to submit the request to the billing department.
44 00:07:13.783 ⇒ 00:07:18.240 Amber Lin: Including reward points. Refunds.
45 00:07:19.020 ⇒ 00:07:19.800 Amber Lin: Hmm.
46 00:07:26.290 ⇒ 00:07:26.920 YvetteRuiz: Yep.
47 00:07:27.310 ⇒ 00:07:30.169 Amber Lin: Submit to evolve.
48 00:07:32.610 ⇒ 00:07:33.580 Amber Lin: Okay.
49 00:07:34.945 ⇒ 00:07:35.410 YvetteRuiz: Come!
50 00:07:37.340 ⇒ 00:07:46.619 Amber Lin: Is there any of the? Let me share my screen, and we can look at if there’s any comments on the side that we would like to include.
51 00:07:47.540 ⇒ 00:07:49.190 Amber Lin: It’s right here.
52 00:07:50.470 ⇒ 00:07:56.010 Amber Lin: So, starting from here.
53 00:07:58.930 ⇒ 00:08:05.170 Amber Lin: Oh, Shannon said, we need new account set up.
54 00:08:05.720 ⇒ 00:08:13.160 Amber Lin: Think that could be an instruction in the account section I.
55 00:08:13.160 ⇒ 00:08:20.980 YvetteRuiz: Aid instructions with Poc ample on the account Setup or Beaumont Dallas.
56 00:08:31.800 ⇒ 00:08:36.679 YvetteRuiz: I guess, for, like any of those like Dallas, or if there’s like an easy.
57 00:08:37.429 ⇒ 00:08:42.029 YvetteRuiz: Can we click and just give them cause? They’re not, although they’re.
58 00:08:45.459 ⇒ 00:09:00.289 YvetteRuiz: Although they’re tied to. Well, actually, I like this. So if they’re putting, if they’re punching that in there. And they say, Dallas, I like that. It takes us to that link because it has the phone number, because we’re gonna have to prompt. Just give them the phone number to contact them, because it’s not like.
59 00:09:00.290 ⇒ 00:09:01.710 Amber Lin: You can transfer.
60 00:09:01.710 ⇒ 00:09:18.665 YvetteRuiz: It’s not like we can transfer the account to Dallas because they run separately. So, like Dallas Houston, they run separately. It’s only Bobby’s companies, which is Austin College station, Bell County. Corpus.
61 00:09:20.120 ⇒ 00:09:22.229 Amber Lin: Yeah, I think we should make a separate of.
62 00:09:22.230 ⇒ 00:09:22.550 YvetteRuiz: Okay.
63 00:09:22.550 ⇒ 00:09:29.620 Amber Lin: These are our current branches. These are the our other branches like this would probably move down here.
64 00:09:29.620 ⇒ 00:09:30.090 YvetteRuiz: Yep.
65 00:09:30.090 ⇒ 00:09:32.280 Amber Lin: That’s elsewhere in Texas.
66 00:09:35.240 ⇒ 00:09:36.250 Amber Lin: I guess.
67 00:09:36.660 ⇒ 00:09:39.503 YvetteRuiz: Yeah, and Houston, Belmont, Belmont. I’m sorry.
68 00:09:40.270 ⇒ 00:09:45.040 Amber Lin: Houston goes down also. Goes down here
69 00:09:47.360 ⇒ 00:09:48.979 YvetteRuiz: Who is Beaumont?
70 00:09:51.980 ⇒ 00:09:54.070 YvetteRuiz: Beaumont, falls under Beaumont.
71 00:09:55.930 ⇒ 00:10:00.169 Amber Lin: I think Tyler is not included in our section right.
72 00:10:00.570 ⇒ 00:10:01.480 YvetteRuiz: No?
73 00:10:03.760 ⇒ 00:10:06.499 YvetteRuiz: Well, actually, Tyler is. I’m sorry Tyler is.
74 00:10:06.500 ⇒ 00:10:07.420 Amber Lin: Oh, okay.
75 00:10:10.320 ⇒ 00:10:13.599 Amber Lin: Rio Grande Valley and Livingston.
76 00:10:14.150 ⇒ 00:10:19.460 YvetteRuiz: Yeah, those are our, those are ours, all ours. The only thing is not is Dallas Houston.
77 00:10:20.360 ⇒ 00:10:21.960 Amber Lin: Okay, that was good.
78 00:10:21.960 ⇒ 00:10:22.470 Amber Lin: It.
79 00:10:24.090 ⇒ 00:10:28.299 YvetteRuiz: Fort Worth to bring Fort Worth down, because that’s for Fort Worth is in Dallas.
80 00:10:28.520 ⇒ 00:10:31.530 Amber Lin: Livingston. Where is Livingston?
81 00:10:31.950 ⇒ 00:10:34.452 Amber Lin: I don’t remember seeing that one.
82 00:10:43.810 ⇒ 00:10:45.950 YvetteRuiz: Winston, Texas.
83 00:10:47.750 ⇒ 00:10:54.110 YvetteRuiz: Okay? So Livingston’s gonna be for Houston to bring that one down.
84 00:10:54.820 ⇒ 00:10:55.720 YvetteRuiz: Oopsie.
85 00:10:59.990 ⇒ 00:11:03.109 YvetteRuiz: Yeah. And those could stay up there. Yep.
86 00:11:03.710 ⇒ 00:11:04.310 Amber Lin: Okay.
87 00:11:07.180 ⇒ 00:11:13.240 Amber Lin: I was looking at it, and I was thinking, we don’t really have a checklist of when to
88 00:11:13.490 ⇒ 00:11:15.519 Amber Lin: when to offer what
89 00:11:16.143 ⇒ 00:11:24.359 Amber Lin: it. It just says if it’s possible, then try to give reward points. It doesn’t really.
90 00:11:28.310 ⇒ 00:11:29.430 Amber Lin: Huh!
91 00:11:29.550 ⇒ 00:11:30.690 Amber Lin: Let’s see.
92 00:11:31.330 ⇒ 00:11:33.388 Amber Lin: Oh, it’s still up here.
93 00:11:34.020 ⇒ 00:11:42.909 YvetteRuiz: Elsewhere in Texas. Offer nearest ABC. Office. Austin Bryan College Station. Okay.
94 00:11:48.080 ⇒ 00:11:48.890 Amber Lin: Okay.
95 00:11:49.010 ⇒ 00:11:56.850 Amber Lin: Contract fulfilled checking for warranties. Is there anything specific that we need?
96 00:11:56.850 ⇒ 00:11:58.100 Amber Lin: It’s helpful or.
97 00:11:58.100 ⇒ 00:12:06.595 YvetteRuiz: Contract fulfilled. So like contract where the customers play their services, action, check their account details in the system.
98 00:12:07.440 ⇒ 00:12:11.190 YvetteRuiz: so right here, I guess you would want like a check system.
99 00:12:11.190 ⇒ 00:12:13.989 Amber Lin: Yeah, what will we be checking for.
100 00:12:14.860 ⇒ 00:12:19.040 YvetteRuiz: So you would be wanting to look at the program.
101 00:12:20.020 ⇒ 00:12:26.570 YvetteRuiz: The current program that they’re on the current program on.
102 00:12:29.450 ⇒ 00:12:30.030 Amber Lin: Hmm.
103 00:12:31.263 ⇒ 00:12:32.589 YvetteRuiz: To verify.
104 00:12:33.250 ⇒ 00:12:38.630 YvetteRuiz: It’s been fulfilled, and the type of service.
105 00:12:45.890 ⇒ 00:12:56.920 YvetteRuiz: Let me. Let’s just confirm that your content. Yeah. So you have it down there. Let’s just confirm it’s been completed. Thanks for staying with us for the term fill. And then right here.
106 00:12:57.980 ⇒ 00:13:12.311 YvetteRuiz: where are we also what services have? And so depending. You know what I mean like, if it’s I guess. How do I work this right here? So current program verify this and fulfilled what type of service it is?
107 00:13:12.900 ⇒ 00:13:14.100 YvetteRuiz: if it’s
108 00:13:14.210 ⇒ 00:13:20.450 YvetteRuiz: you know, then I guess right here you would find out, you know. Go over the benefits of the program.
109 00:13:22.655 ⇒ 00:13:25.629 Amber Lin: Yeah, reinforce the value of continued.
110 00:13:25.630 ⇒ 00:13:26.290 YvetteRuiz: Yeah.
111 00:13:26.290 ⇒ 00:13:27.840 Amber Lin: Continued service.
112 00:13:28.471 ⇒ 00:13:42.220 Amber Lin: And also I chat. Gpt recommended us to look at if they have something for warranty, and then we can say, okay, if your plan includes some warranty, if you cancel, it would end so, it might actually.
113 00:13:42.220 ⇒ 00:13:43.470 YvetteRuiz: Save you money to save.
114 00:13:43.470 ⇒ 00:13:44.740 Amber Lin: Cover. If something comes up.
115 00:13:44.740 ⇒ 00:13:56.949 YvetteRuiz: Yeah, so like a a rodent. That’s yeah. So like, if it’s a rodent, if it’s a rodent contract, you know the warranty, we want to go over the benefits of the warranty on that.
116 00:13:57.450 ⇒ 00:13:58.190 Amber Lin: Okay.
117 00:13:58.190 ⇒ 00:14:01.370 YvetteRuiz: You know what I’m gonna have to type up the scripts on this amber.
118 00:14:01.370 ⇒ 00:14:04.178 Amber Lin: Yeah, that’s what I that’s what I
119 00:14:04.580 ⇒ 00:14:21.959 YvetteRuiz: Because we had it already in the in the cancellation form. But maybe not. So I’m gonna have to go over. And I’m gonna have to select the contract. But I’m gonna have to go over like. So if it’s rodent, you know what are the warranties. So if you, if you cancel the rodent warranty, you know, then the warranty does, you know.
120 00:14:22.410 ⇒ 00:14:39.690 YvetteRuiz: expire, and if rodents do reenter back in the home, the home’s not going to be protected. It’s also transferable to a new homeowner. I got to go over the termite ones as well. I also got to go over the pest control ones. So I got to lay those out for you. I have them. I thought we had them somewhere, but maybe not okay.
121 00:14:39.690 ⇒ 00:14:41.650 Amber Lin: I see I mean.
122 00:14:41.650 ⇒ 00:14:42.500 YvetteRuiz: Because.
123 00:14:42.500 ⇒ 00:14:45.650 Amber Lin: Okay, I think in general.
124 00:14:51.700 ⇒ 00:14:57.380 Amber Lin: in general, I think right now, the script we have is a very general overview of what?
125 00:14:58.410 ⇒ 00:15:01.899 Amber Lin: What the warranty covers.
126 00:15:02.760 ⇒ 00:15:10.570 Amber Lin: And then let me let me just put it in what they should check. Check.
127 00:15:10.917 ⇒ 00:15:16.129 YvetteRuiz: And then you could kind of tell me. Yes, this is what I’m looking for.
128 00:15:37.890 ⇒ 00:15:41.169 YvetteRuiz: So it’s important that you let the customer
129 00:15:41.350 ⇒ 00:15:51.829 YvetteRuiz: know that keeping the rodent warranty is important. Rodents and wildlife can come, can work their way back into their home anytime seeking food and shelter again. I can clean some of that up.
130 00:15:52.169 ⇒ 00:16:15.060 YvetteRuiz: And you know the benefits of the warranty. Protection is the inspection of the home to check and fix any new openings of necessary return visits at no cost as long as the agreements and intact, it’s transferable if you sell your home, and it’s a convenient once a year, billing. So like there’s a couple of save tactics, I mean, that’s kind of I guess we would just go in there incorporate that.
131 00:16:15.270 ⇒ 00:16:26.970 Amber Lin: Yeah. Can you just send if you know what document it is, or just copy and paste it in the chat? I can work. I can help incorporate that. Well, we only say we only say, if they have warranties right.
132 00:16:27.280 ⇒ 00:16:27.850 YvetteRuiz: Yes.
133 00:16:28.110 ⇒ 00:16:28.810 Amber Lin: Okay.
134 00:16:29.120 ⇒ 00:16:30.380 Amber Lin: Sounds good.
135 00:16:36.930 ⇒ 00:16:40.630 YvetteRuiz: I gotta just. I gotta go find all of them, though these are all scattered.
136 00:16:42.160 ⇒ 00:16:47.479 YvetteRuiz: These are old, too. These are like, I didn’t know that I didn’t realize that we didn’t have them in our.
137 00:17:00.040 ⇒ 00:17:01.340 Amber Lin: Yeah. Oh, God!
138 00:17:02.550 ⇒ 00:17:04.660 Amber Lin: Add a comment here
139 00:17:12.569 ⇒ 00:17:13.809 YvetteRuiz: I put this.
140 00:17:13.999 ⇒ 00:17:18.899 YvetteRuiz: I’m just gonna put them in one sheet, so it’s easier. But I gotta. I gotta work on it. Amber for you.
141 00:17:18.900 ⇒ 00:17:22.569 Amber Lin: Hmm, okay.
142 00:17:23.369 ⇒ 00:17:30.810 Amber Lin: Sounds good checking. Checking the billing parts.
143 00:17:32.443 ⇒ 00:17:33.690 Amber Lin: I guess
144 00:17:34.710 ⇒ 00:17:46.530 Amber Lin: my only thing is, if it gets unresolved, still unresolved in the call. I would like to give the Csr as a script, because they might not know what to do.
145 00:17:47.900 ⇒ 00:17:49.540 YvetteRuiz: Yes, I can work on that.
146 00:17:50.989 ⇒ 00:17:52.439 Amber Lin: let’s see?
147 00:17:53.320 ⇒ 00:17:57.140 YvetteRuiz: Warranty termite rodent. Here we go.
148 00:17:57.910 ⇒ 00:17:58.480 Amber Lin: Oh!
149 00:18:27.500 ⇒ 00:18:35.120 YvetteRuiz: Clean this up some amber. I’m gonna I’m gonna get this to you. But let me work on that, and what else? I’m sorry. Where where are we at now? I’m just
150 00:18:35.120 ⇒ 00:18:37.060 YvetteRuiz: oh, he’s a couple of things for.
151 00:18:37.060 ⇒ 00:18:49.419 Amber Lin: I was looking at. I was looking at billing. If you can see on a shared screen, I was wanting to add something about. If the issue can’t be solved, what to do.
152 00:18:49.940 ⇒ 00:18:56.650 YvetteRuiz: Can you do me a favor, Amber? Can you just kind of make little comments right there and then? I could just take it from there.
153 00:18:56.650 ⇒ 00:18:57.430 Amber Lin: Okay.
154 00:18:57.430 ⇒ 00:18:58.120 YvetteRuiz: Yeah.
155 00:18:59.180 ⇒ 00:19:03.432 Amber Lin: I’m so sorry I’m off. I’m not. I’m like way off base today.
156 00:19:03.760 ⇒ 00:19:04.500 YvetteRuiz: All good
157 00:19:16.820 ⇒ 00:19:21.650 YvetteRuiz: inspection of home to check and fix them covers.
158 00:19:31.250 ⇒ 00:19:36.850 Amber Lin: Did you send the? Did you send any documents through our Google Chat.
159 00:19:38.500 ⇒ 00:19:39.419 YvetteRuiz: Did I? What.
160 00:19:40.445 ⇒ 00:19:42.170 Amber Lin: For the warranties, did you.
161 00:19:42.170 ⇒ 00:19:43.799 YvetteRuiz: No, no, I’m still typing. I’m still typing.
162 00:19:43.800 ⇒ 00:19:44.690 Amber Lin: Oh, okay.
163 00:19:44.690 ⇒ 00:19:47.640 YvetteRuiz: Trying to piece them together because they’re all over the place. So
164 00:19:48.080 ⇒ 00:19:50.020 YvetteRuiz: in one sheet I’m waiting. I’m going in.
165 00:19:50.745 ⇒ 00:19:51.469 Amber Lin: Okay.
166 00:19:51.470 ⇒ 00:19:57.429 YvetteRuiz: Termite rodent, and then I’m going to go to pest control, and then any other ones that would have warranties on them.
167 00:19:58.130 ⇒ 00:19:58.700 Amber Lin: Okay.
168 00:20:08.820 ⇒ 00:20:09.640 YvetteRuiz: Okay.
169 00:20:13.580 ⇒ 00:20:16.770 YvetteRuiz: Did you put those notes in there for me, Amber? I’m sorry.
170 00:20:17.253 ⇒ 00:20:18.220 Amber Lin: Which ones?
171 00:20:18.720 ⇒ 00:20:23.020 YvetteRuiz: Just on the script that you wanted, the ones that yeah, the script for.
172 00:20:23.020 ⇒ 00:20:25.800 Amber Lin: Yeah, I made a comment. And I added, You.
173 00:20:25.800 ⇒ 00:20:36.290 YvetteRuiz: Okay, just yeah. Cause what I’ll do right now, I’m just gonna go ahead. And and for the rest of this today, I’m gonna try to type out all the stuff that you’re needing. So then that way, I could just send it to you, and you could put them in there.
174 00:20:36.290 ⇒ 00:20:36.960 Amber Lin: Okay.
175 00:20:37.970 ⇒ 00:20:39.520 YvetteRuiz: In termite pest.
176 00:20:40.740 ⇒ 00:20:42.590 YvetteRuiz: And then the billing.
177 00:20:47.120 ⇒ 00:20:54.459 YvetteRuiz: Okay, and where else are we wanting to add something a little bit more scripted?
178 00:20:55.700 ⇒ 00:20:57.960 YvetteRuiz: You are too expensive.
179 00:20:58.200 ⇒ 00:21:00.400 Amber Lin: So there’s 2 points of one.
180 00:21:00.850 ⇒ 00:21:17.869 Amber Lin: And what we say when issue is unresolved about billing. So I think I added one that says, I wanna make sure if gets fully resolved for you, I’m gonna document this and loop in our billing team. We’ll follow up with you by like an expected date.
181 00:21:20.390 ⇒ 00:21:21.759 YvetteRuiz: Where is that one? At.
182 00:21:22.773 ⇒ 00:21:27.130 Amber Lin: It’s under 2 C reasons of billing issues.
183 00:21:27.500 ⇒ 00:21:38.220 YvetteRuiz: Oh, here it is. Issue. A billing issue is complex, and you can resolve it on the call, create an evolve case and market for the supervisor. Let the customer know and follow up within one business day.
184 00:21:46.210 ⇒ 00:21:49.189 YvetteRuiz: Okay, I’m gonna have to clean this up right here, too.
185 00:21:50.250 ⇒ 00:21:50.890 Amber Lin: Okay.
186 00:21:51.110 ⇒ 00:21:52.540 YvetteRuiz: That’s the issue. Okay.
187 00:21:53.550 ⇒ 00:21:57.180 Amber Lin: Is there a way that say Janice can help you with these.
188 00:21:57.680 ⇒ 00:21:59.660 Amber Lin: They know you will be really busy.
189 00:21:59.660 ⇒ 00:22:00.030 YvetteRuiz: If they.
190 00:22:00.030 ⇒ 00:22:04.949 Amber Lin: If you give the permission for them to help you, I can work on this with them today.
191 00:22:05.110 ⇒ 00:22:06.550 YvetteRuiz: Yeah, that’s fine.
192 00:22:09.660 ⇒ 00:22:15.630 YvetteRuiz: Actually, I’m not gonna be working with Janice on this. I’m gonna be working with Cynthia on this. And I meet with her at one o’clock today.
193 00:22:15.630 ⇒ 00:22:16.330 Amber Lin: Okay.
194 00:22:16.480 ⇒ 00:22:17.740 YvetteRuiz: Yeah, sounds good.
195 00:22:17.740 ⇒ 00:22:22.319 YvetteRuiz: Yeah. I already met with Cynthia last week, and I told her that I wanted her to help me with the cancellation stuff.
196 00:22:22.320 ⇒ 00:22:23.430 Amber Lin: Okay.
197 00:22:23.740 ⇒ 00:22:24.400 YvetteRuiz: Yeah.
198 00:22:44.420 ⇒ 00:22:48.010 YvetteRuiz: Start billing concerns, educate the customer.
199 00:23:07.920 ⇒ 00:23:12.390 Amber Lin: Oh, I’m looking at financial hardship.
200 00:23:12.390 ⇒ 00:23:12.870 YvetteRuiz: Yep.
201 00:23:12.870 ⇒ 00:23:22.500 Amber Lin: And add to the reason. Number 4. So if how it means, if it’s eligible to skip the next cycle service.
202 00:23:24.080 ⇒ 00:23:36.259 Amber Lin: what does it mean to have good service and payment history? What does it mean to have attribute? Not overused? I know what they mean, but we don’t have a numerical metric, like Csrs, are just basing it off of intuition.
203 00:23:36.870 ⇒ 00:23:42.050 YvetteRuiz: Yeah, so good good service, payment history. So
204 00:23:43.090 ⇒ 00:23:49.370 YvetteRuiz: are there. How do they pay? Do they have they had any past due accounts so like, how would we word that so
205 00:23:49.710 ⇒ 00:23:57.299 YvetteRuiz: are they? Do they pay their service on the 30 day net period? Right? So like are they, they don’t go past due.
206 00:23:57.970 ⇒ 00:24:03.899 YvetteRuiz: Have they been a customer for a year or longer? Do they have multiple services with us?
207 00:24:08.770 ⇒ 00:24:12.339 YvetteRuiz: Attribute not overused. I’m trying to figure out what that is.
208 00:24:12.590 ⇒ 00:24:13.350 Amber Lin: Oh!
209 00:24:13.850 ⇒ 00:24:15.490 YvetteRuiz: Overused.
210 00:24:16.660 ⇒ 00:24:18.340 Amber Lin: I don’t know what that means.
211 00:24:18.550 ⇒ 00:24:21.310 YvetteRuiz: I don’t. Where did we do? Where did we get that from? I don’t know what that is.
212 00:24:21.310 ⇒ 00:24:25.379 Amber Lin: I think it’s probably from the original document. I can delete it until we want to.
213 00:24:25.380 ⇒ 00:24:33.730 YvetteRuiz: I don’t know what that is. Yeah. Conditions, good service, payment history. Have they had any PA past due accounts?
214 00:24:37.582 ⇒ 00:24:41.249 YvetteRuiz: can you change accounts to invoices? Have they had any past due invoices?
215 00:24:42.170 ⇒ 00:24:43.390 YvetteRuiz: Okay, have they.
216 00:24:43.390 ⇒ 00:24:46.950 Amber Lin: Yeah, I’ll say no past due invoices.
217 00:24:49.600 ⇒ 00:24:53.730 Amber Lin: Been a customer. I’ll just make them conditions rather than questions.
218 00:24:53.940 ⇒ 00:24:57.770 Amber Lin: Have also call services with us.
219 00:25:00.590 ⇒ 00:25:01.520 Amber Lin: Great.
220 00:25:02.655 ⇒ 00:25:03.520 YvetteRuiz: And
221 00:25:04.490 ⇒ 00:25:12.500 YvetteRuiz: I think also right there you would go in there and have they had multi have they had past skip services?
222 00:25:15.680 ⇒ 00:25:24.899 YvetteRuiz: Here’s what we don’t want is we want. Sometimes we have customers that continue to skip services throughout the year. That’s not a good history. If a customer is continuously skipping.
223 00:25:24.900 ⇒ 00:25:25.230 Amber Lin: Anyway.
224 00:25:25.230 ⇒ 00:25:35.350 YvetteRuiz: It’s like the occasional. You know what I mean. Someone had a hardship time. We’re gonna offer them this time. But if we see someone who consistently skips their services. We’re not. Gonna we’re not. Gonna wanna
225 00:25:35.780 ⇒ 00:25:37.899 YvetteRuiz: apply that at that point. Does that make sense.
226 00:25:37.900 ⇒ 00:25:42.240 Amber Lin: I see. Yeah, does that? Does that equal this? Can I delete this.
227 00:25:42.240 ⇒ 00:25:44.379 YvetteRuiz: Oh, yeah, yeah, there it goes. Yeah, so yeah, verification.
228 00:25:44.380 ⇒ 00:25:53.249 Amber Lin: Verify next schedule service date. So should we verify? If we’re gonna skip, we should verify
229 00:25:55.020 ⇒ 00:26:02.439 Amber Lin: first, st when is the original nest schedule service date, then see if we can
230 00:26:02.860 ⇒ 00:26:06.619 Amber Lin: skip it. I think we should add some scripts here.
231 00:26:09.240 ⇒ 00:26:09.890 YvetteRuiz: You
232 00:26:09.890 ⇒ 00:26:33.739 YvetteRuiz: clearly to just service day and explain. So verify next scheduled service date. So yeah, so right there, what that’s meaning is, if they’re gonna skip the service. So like, let’s say, for instance, they’re due this month. And you know, we’re gonna say, or next month, I’m sorry. Okay, we’re gonna go ahead and skip this service. Your next service is going to be due in.
233 00:26:34.260 ⇒ 00:26:35.360 YvetteRuiz: September.
234 00:26:35.740 ⇒ 00:26:36.310 Amber Lin: Yeah.
235 00:26:36.520 ⇒ 00:26:40.620 YvetteRuiz: Just reconfirm that with them. So then, that way the expectations are set up.
236 00:26:42.610 ⇒ 00:26:54.289 YvetteRuiz: Clearly communicate the adjusted service state and explain the benefits. Yep. So again, that’s just going back in there and just letting them know that they skip the month of this month, and then their services will resume
237 00:26:54.470 ⇒ 00:26:55.300 YvetteRuiz: on this day.
238 00:26:56.054 ⇒ 00:26:56.810 Amber Lin: Okay.
239 00:26:57.920 ⇒ 00:26:58.659 YvetteRuiz: And then.
240 00:26:58.660 ⇒ 00:27:04.290 Amber Lin: Should we? Should we put have this in?
241 00:27:05.129 ⇒ 00:27:07.600 Amber Lin: Sorry I’m I keep looking at my screen.
242 00:27:09.390 ⇒ 00:27:11.160 YvetteRuiz: Should we? What? I’m sorry.
243 00:27:11.606 ⇒ 00:27:25.883 Amber Lin: For reward points. I feel like every one of them sort of does lead to reward points as well. Do they? Are they always allowed to apply their reward points to
244 00:27:27.900 ⇒ 00:27:33.550 Amber Lin: a partial. I was wondering if you guys have like a partial payment with points. Option
245 00:27:34.770 ⇒ 00:27:37.249 Amber Lin: like is that also is something that.
246 00:27:37.250 ⇒ 00:27:39.730 YvetteRuiz: Yeah, they do. So reward points.
247 00:27:39.890 ⇒ 00:28:09.810 YvetteRuiz: typically reward points. We want our customers to use them for ongoing new services. That’s norm. That’s normally the goal. But in the instance, you know, someone reaches financial hardship right? And hey, they have points that they can cover that. Then we want to go ahead and do that. You know. So something exactly. That’s why it’s falling under this category right here, or if you know, they can cover their next service. But what are you wanting like? Something that gives them.
248 00:28:10.410 ⇒ 00:28:12.389 YvetteRuiz: step by step or.
249 00:28:14.060 ⇒ 00:28:16.950 YvetteRuiz: Oh, you have it! Would it help apply some of your reward points towards.
250 00:28:16.950 ⇒ 00:28:17.860 Amber Lin: Yeah.
251 00:28:19.250 ⇒ 00:28:26.299 YvetteRuiz: a past due. Can you know if it’s financial hardship and they have a past due balance, and they have points they can apply that.
252 00:28:27.090 ⇒ 00:28:31.470 Amber Lin: Okay, yeah, that’s good. There’s not really conditions to that. Right?
253 00:28:32.490 ⇒ 00:28:33.010 YvetteRuiz: No.
254 00:28:33.350 ⇒ 00:28:34.790 Amber Lin: Okay, sounds good.
255 00:28:37.110 ⇒ 00:28:45.580 Amber Lin: Next one. Okay, I think this is the last reason we’re looking at service. Dissatisfaction.
256 00:28:46.820 ⇒ 00:28:55.140 Amber Lin: Oh, I don’t know. I think you had a bad experience. Ask for details, active listening.
257 00:28:59.580 ⇒ 00:29:05.741 YvetteRuiz: Okay. So again, depending on the reason here, right? So if a customer calls back and let’s say, for instance,
258 00:29:06.740 ⇒ 00:29:32.300 YvetteRuiz: I’m canceling, because I’m still having a problem with ants. Okay, you never got rid of my ants right? This is where they’ve got to be able to look at the account and see have cause. The customer has warranty again. Going back to warranty? Has the customer called us? Have we sent someone out there? For additional? We can send them out there to look at. At no cost, you know we can get in a service manager out there to take a look at the situation.
259 00:29:35.130 ⇒ 00:29:37.920 YvetteRuiz: Check their history. Look for, mister. It’s right here. So look.
260 00:29:37.920 ⇒ 00:29:39.620 Amber Lin: Should this be, then.
261 00:29:39.620 ⇒ 00:29:42.570 YvetteRuiz: Yeah, that’s what I’m that’s what I’m I’m talking through it. I’m so sorry.
262 00:29:42.570 ⇒ 00:29:43.270 Amber Lin: Oh, I see!
263 00:29:43.270 ⇒ 00:29:56.429 YvetteRuiz: Yeah, I’m just trying to figure out what’s the best way to lay it out, because it could be different scenarios depending on what the customer saying, so that’s why it’s kind of like, okay, if they’re calling, I I guess I could word it if it’s a
264 00:29:57.020 ⇒ 00:30:05.299 YvetteRuiz: if they’re unhappy, due to service, we continued ongoing service. I’m gonna have to bullet point some things for you, Amber, to kind of lay that out more clearly.
265 00:30:07.460 ⇒ 00:30:08.110 YvetteRuiz: Ugh!
266 00:30:08.890 ⇒ 00:30:12.220 YvetteRuiz: Check their history account for service, their service history account.
267 00:30:12.620 ⇒ 00:30:15.129 YvetteRuiz: It’s gonna have to. It’s gonna depend on the reason.
268 00:30:19.110 ⇒ 00:30:20.330 YvetteRuiz: Look for mist
269 00:30:20.600 ⇒ 00:30:49.390 YvetteRuiz: visits, retreatments. Recent technician notes confirm. The original issue was documented is the issue was not addressed or offer research. Okay, so check their history. So that’s good that those 2 are good. Right? There, that’s fine. But if the issue was not fully addressed, offer a reservice at no charge. So yeah, so that’s a good one right there. It looks like last visit didn’t fully address the problem. We’d be happy to send someone back out there at no charge to take a look at it. Would you be open to that?
270 00:30:53.010 ⇒ 00:31:02.970 YvetteRuiz: if issue persists is complex? Okay? So also, under the, if issue is not fulfilled, you know we can offer to send a service manager.
271 00:31:04.830 ⇒ 00:31:10.840 YvetteRuiz: Offered to send a service manager to look at the investigate the situation further.
272 00:31:11.200 ⇒ 00:31:12.919 YvetteRuiz: Can we add that in there cause that’s.
273 00:31:12.920 ⇒ 00:31:15.430 Amber Lin: I, yeah, it is in there, do we?
274 00:31:15.430 ⇒ 00:31:15.829 YvetteRuiz: Oh, it is!
275 00:31:15.830 ⇒ 00:31:21.359 Amber Lin: Is there to add a discount before sending out the service manager? Or is that something later?
276 00:31:21.620 ⇒ 00:31:26.180 Amber Lin: Well, we wanna try to resolve the issue. That’s what we’re trying to do first, st so
277 00:31:26.180 ⇒ 00:31:27.539 Amber Lin: wouldn’t offer the discount for.
278 00:31:27.540 ⇒ 00:31:45.539 YvetteRuiz: Not not just yet, I mean, if it’s if we looked at the history amber and we already had reservices, we already set up a reservice. We’ve gone out there. A service manager’s been out there then it would be the discount that would be appropriate. I’m sorry for that. What we could do is we can offer. Give you a credit for this service.
279 00:31:46.880 ⇒ 00:31:49.359 YvetteRuiz: That would be the next step. After that.
280 00:31:51.600 ⇒ 00:31:57.640 Amber Lin: I see, okay, so we send out a service manager. If there has already been multiple
281 00:31:57.880 ⇒ 00:32:04.080 Amber Lin: attempts by other other inspectors, or, if it persists.
282 00:32:05.530 ⇒ 00:32:14.880 YvetteRuiz: Correct. So if we’ve already made the attempts we’ve already sent someone out there. We already had a service manager out there. There’s still an ongoing issue. Then I would offer them a credit.
283 00:32:14.880 ⇒ 00:32:23.490 Amber Lin: Okay, okay? So based on this, I think for triaging. If this is, if it’s their 1st complaint.
284 00:32:24.093 ⇒ 00:32:27.960 Amber Lin: We would get them a reservice for free
285 00:32:28.963 ⇒ 00:32:38.239 Amber Lin: if there’s 2 plus more complaints within 90 days on the same issue, escalate to a service manager.
286 00:32:38.240 ⇒ 00:32:39.010 YvetteRuiz: Yep.
287 00:32:39.010 ⇒ 00:32:40.260 Amber Lin: If 3.
288 00:32:40.400 ⇒ 00:32:49.359 Amber Lin: So, including service manager with no resolution.
289 00:32:58.065 ⇒ 00:33:10.270 Amber Lin: Visits refer to Supervisor for partial discount consideration. So those are the triages that we can do.
290 00:33:12.550 ⇒ 00:33:18.378 Amber Lin: So we would when we check their account. We 1st look at
291 00:33:19.610 ⇒ 00:33:24.560 Amber Lin: Is this what number of complaints they’ve had.
292 00:33:24.750 ⇒ 00:33:25.330 YvetteRuiz: Yeah.
293 00:33:32.040 ⇒ 00:33:32.960 Amber Lin: Add
294 00:33:36.810 ⇒ 00:33:50.717 YvetteRuiz: Looked for missed visits. Retreatment. So you do. Wanna you do wanna look for missed visits? Because if you have a customer that’s calling, they’re complaining, and they’ve not. They’ve been missing their their regular service. Of course we’re not gonna be able to take it upon, because we haven’t been out there.
295 00:33:51.520 ⇒ 00:33:59.640 YvetteRuiz: So they want to look for the missed visits, any retreatments that we’ve had. And then recent you know, tech notes there. Yeah.
296 00:34:08.639 ⇒ 00:34:12.330 Amber Lin: okay? Cause, I think if it’s a missed visit, we’ll, have a script
297 00:34:12.570 ⇒ 00:34:14.709 Amber Lin: for sorry, I think something was.
298 00:34:14.719 ⇒ 00:34:22.049 YvetteRuiz: Yeah, letting them know that their service hasn’t meant we’ve not been able to get their service completed. So
299 00:34:23.099 ⇒ 00:34:26.809 YvetteRuiz: this the importance of getting the service done in order to have the app, the
300 00:34:27.689 ⇒ 00:34:31.819 YvetteRuiz: the the treatment done for the protection. Can we get that on schedule.
301 00:34:32.260 ⇒ 00:34:33.059 Amber Lin: I see.
302 00:34:33.510 ⇒ 00:34:36.780 Amber Lin: Okay? So if
303 00:34:36.960 ⇒ 00:34:48.380 Amber Lin: so, Miss Services is its own category, and then, if it’s not a Miss service, we can look at the other ones. And then, based on that, we look, look at the following different steps.
304 00:34:52.800 ⇒ 00:35:04.570 Amber Lin: okay, service measure and last step is discounts.
305 00:35:05.520 ⇒ 00:35:09.699 Amber Lin: And then, as the end step. Okay, that’s good.
306 00:35:10.270 ⇒ 00:35:14.059 Amber Lin: Acknowledge them. And then, if they still want to cancel.
307 00:35:15.390 ⇒ 00:35:16.230 Amber Lin: Okay.
308 00:35:20.850 ⇒ 00:35:26.090 Amber Lin: alright, I feel good about this. I think we can clean it up, and I’ll look a lot better
309 00:35:26.679 ⇒ 00:35:44.640 Amber Lin: anything for the reward points. So I believe this applies as a end step. If the save taxes didn’t go through it will go to this reward point. Step to say, Hey, you have to go, but we can offer you a reward points.
310 00:35:44.910 ⇒ 00:35:56.489 YvetteRuiz: Yeah, like in a welcome back. So should we ever, you know, earn your business in the future. You know, we like to offer you the $500 reward points, you know, to
311 00:35:56.700 ⇒ 00:35:58.980 YvetteRuiz: use that for any future services.
312 00:36:02.020 ⇒ 00:36:05.350 Amber Lin: I see, rewards.
313 00:36:05.930 ⇒ 00:36:07.700 Amber Lin: Fusion, puppy.
314 00:36:09.880 ⇒ 00:36:10.980 Amber Lin: Yes.
315 00:36:11.500 ⇒ 00:36:14.100 YvetteRuiz: Verification before discussing them.
316 00:36:15.383 ⇒ 00:36:20.760 Amber Lin: So this is different than applying reward points to.
317 00:36:21.980 ⇒ 00:36:29.089 YvetteRuiz: Before discussing and verify the customers points. Well, yeah, you should always verify before you even offer points.
318 00:36:29.880 ⇒ 00:36:30.460 Amber Lin: Hmm.
319 00:36:30.460 ⇒ 00:36:31.260 YvetteRuiz: Yeah.
320 00:36:31.260 ⇒ 00:36:35.260 Amber Lin: What are they trying to verify so how many points the customers has.
321 00:36:35.490 ⇒ 00:36:39.019 YvetteRuiz: That’s correct. Yes, because some customers may not even have points yet.
322 00:36:39.360 ⇒ 00:37:00.350 YvetteRuiz: They may have just started with us, and we’ve not even been able to accumulate points just yet, so they would have to go in there and check to see if the customer has valid points. Because if I offer you points, and you don’t have valid points, can’t but with that said we can also give them that. I guess that’s where we got to be clear. You know what I mean. If you’re adding points or something, then
323 00:37:04.160 ⇒ 00:37:05.260 YvetteRuiz: could happen.
324 00:37:07.855 ⇒ 00:37:11.429 Amber Lin: where would they? Where would the Csrs find the point balance?
325 00:37:11.580 ⇒ 00:37:16.213 YvetteRuiz: The point balance is going to be found on the customer’s account. Detail.
326 00:37:18.080 ⇒ 00:37:20.760 YvetteRuiz: Hang on. Let me pull that people up real quick
327 00:37:26.110 ⇒ 00:37:30.791 YvetteRuiz: customers reward points is going to be found under
328 00:37:31.670 ⇒ 00:37:34.049 YvetteRuiz: the accounts. Billing Tab. I’m sorry.
329 00:37:38.470 ⇒ 00:37:43.149 Amber Lin: If they have redeemed their points recently, will we do anything differently?
330 00:37:45.950 ⇒ 00:38:03.819 YvetteRuiz: Not if we’re going to give. So there’s different. So one, if you’re going to have them use their points right? So they have points, and they could use that towards like a past due balance. Right? We’re saving them. Then they have to verify, to make sure that they actually have those points to use that towards their balance. Right.
331 00:38:03.820 ⇒ 00:38:04.280 YvetteRuiz: I see.
332 00:38:04.280 ⇒ 00:38:25.309 YvetteRuiz: But if we’re going to give them something, so let’s say, for instance, Oh, my goodness, we messed up on your schedule. You know what I mean like they want to cancel because we left them off schedule, or something like that. Then we can honor, giving them 500 points, which is a $25 value. So that’s adding points, not using their points. There’s a difference between that. Does that make sense.
333 00:38:25.310 ⇒ 00:38:35.110 Amber Lin: Yeah, totally do we offer them to redeem, use their points towards services? On any of these situations that we mentioned.
334 00:38:35.400 ⇒ 00:38:44.090 YvetteRuiz: That. Yes, we can. We can do that. Yes, if that’s the direction we normally use it like for a safe tactic under financial hardship or.
335 00:38:44.090 ⇒ 00:38:44.440 Amber Lin: Yeah.
336 00:38:44.440 ⇒ 00:38:55.490 YvetteRuiz: They say that they, you know, hey? I want to skip my service this month because I can’t afford it. Well, then, we’re going to go towards using their points. Hey? You know you do have reward points in the system that could cover, you know some of that. But then.
337 00:38:55.490 ⇒ 00:38:58.530 Amber Lin: Where the other ones are mostly. Let me give you some points.
338 00:38:58.530 ⇒ 00:39:02.543 YvetteRuiz: Exactly. Yes, the other ones would be get. Let me give you something.
339 00:39:02.830 ⇒ 00:39:06.069 Amber Lin: Okay, sounds good.
340 00:39:06.510 ⇒ 00:39:13.510 Amber Lin: There’s some script for that value, understanding, future use.
341 00:39:14.820 ⇒ 00:39:15.720 Amber Lin: Okay?
342 00:39:41.920 ⇒ 00:39:42.870 Amber Lin: Okay?
343 00:39:43.250 ⇒ 00:39:49.690 Amber Lin: And then we ask them to fill out the template, and then we confirm, if they cancel.
344 00:39:55.000 ⇒ 00:39:59.030 Amber Lin: If they have outstanding services.
345 00:39:59.716 ⇒ 00:40:03.130 Amber Lin: do we close them? Do we fulfill them?
346 00:40:03.930 ⇒ 00:40:05.900 YvetteRuiz: And which one? Where is that at? I’m sorry.
347 00:40:05.900 ⇒ 00:40:09.109 Amber Lin: The last step, when they still choose to cancel.
348 00:40:10.960 ⇒ 00:40:16.040 YvetteRuiz: If they still choose to cancel, collect the following script.
349 00:40:19.150 ⇒ 00:40:31.590 YvetteRuiz: okay? So if they still choose, so check, if they have any outstanding balances. So yeah, please confirm cancellation. Check the next service date and any open.
350 00:40:32.110 ⇒ 00:40:38.120 YvetteRuiz: So they would go in there. And yeah, so that that’s right. So they would check for anything that’s on schedule currently on schedule.
351 00:40:39.950 ⇒ 00:40:42.470 YvetteRuiz: And move that to a second Sunday.
352 00:40:45.120 ⇒ 00:40:46.029 Amber Lin: Oh, really.
353 00:40:47.940 ⇒ 00:40:54.459 YvetteRuiz: Yeah, cause they don’t. Yeah, and it’s caption or
354 00:40:58.010 ⇒ 00:41:02.530 YvetteRuiz: any open service requests, comp, what does that one say, I’m, sorry or.
355 00:41:02.530 ⇒ 00:41:07.510 Amber Lin: I don’t. I don’t. I’m not sure this is strategy the second one. I don’t know if that’s true.
356 00:41:07.510 ⇒ 00:41:10.030 YvetteRuiz: Any open survey requests or complaints.
357 00:41:10.630 ⇒ 00:41:12.620 YvetteRuiz: No, you can remove that.
358 00:41:15.320 ⇒ 00:41:16.470 Amber Lin: I think we’ve already checked.
359 00:41:16.470 ⇒ 00:41:21.619 YvetteRuiz: Any balances owed. Did you any balance? Is old.
360 00:41:25.536 ⇒ 00:41:26.909 Amber Lin: That’s important.
361 00:41:29.280 ⇒ 00:41:31.800 Amber Lin: Then to create a.
362 00:41:33.270 ⇒ 00:41:41.911 YvetteRuiz: Customer really appreciate your business, would be. We’ll be here to help. Yep, and then they would just go in there and fill out all that cancellation. Reason is important.
363 00:41:45.080 ⇒ 00:41:45.980 Amber Lin: Okay.
364 00:41:46.130 ⇒ 00:41:47.538 YvetteRuiz: Yup, I think that’s it.
365 00:41:47.820 ⇒ 00:41:52.070 Amber Lin: That’s great escalation.
366 00:41:53.090 ⇒ 00:41:54.650 Amber Lin: Yeah, I think
367 00:41:55.510 ⇒ 00:42:13.579 Amber Lin: in the future we could add when to escalate to a supervisor, say, if they have repeated complaints, if they’re very aggressive or highly emotional, if they’re high value contracts like there could be certain things that we just let the Csrs escalate to a supervisor.
368 00:42:13.580 ⇒ 00:42:22.490 YvetteRuiz: Yeah, no, I totally agree with that amber, and I think that we we should add that in there especially if they’re upset with
369 00:42:22.690 ⇒ 00:42:36.496 YvetteRuiz: a service, something that a technician did. I think we should add that because you got a point there, I think that we do have to escalate those. That would be that would go to the escalation process that I think you and Janice and and
370 00:42:38.082 ⇒ 00:42:49.070 YvetteRuiz: have been talking about. But yeah, I think that where could we add that piece, I think, under the service, right where we were up earlier? The dissatisfaction?
371 00:42:49.740 ⇒ 00:42:51.950 YvetteRuiz: Yeah, we’re just a separate column.
372 00:42:52.840 ⇒ 00:42:54.870 Amber Lin: I agree. So if it’s
373 00:42:55.590 ⇒ 00:43:04.200 Amber Lin: high value, does, I mean, if it’s aggressive and highly emotional customer, it probably applies to multiple.
374 00:43:06.410 ⇒ 00:43:09.710 Amber Lin: I’m just. I’ll just put something
375 00:43:11.110 ⇒ 00:43:18.030 Amber Lin: at the top to say, even before we enter the call script, to just know that if
376 00:43:19.530 ⇒ 00:43:31.750 Amber Lin: if the customers are having like, if they’re very aggressive and highly emotional, if it’s very high Co value it will be great to just escalate to a supervisor.
377 00:43:31.750 ⇒ 00:43:35.060 YvetteRuiz: Yup. Right then and there. I agree with that.
378 00:44:05.030 ⇒ 00:44:05.770 Amber Lin: Okay.
379 00:44:08.320 ⇒ 00:44:17.249 YvetteRuiz: You know, for solutions confirm when to escalate customers. Not satisfied with the available solutions.
380 00:44:17.860 ⇒ 00:44:22.350 YvetteRuiz: customer requesting special expectations or making threats.
381 00:44:24.030 ⇒ 00:44:27.529 YvetteRuiz: Customer issues complex. I think you have that there right.
382 00:44:29.476 ⇒ 00:44:32.564 YvetteRuiz: Customer. Request Supervisor directly. That’s a good one.
383 00:44:37.410 ⇒ 00:44:40.309 YvetteRuiz: And then multiple attempts resolved have failed.
384 00:44:43.320 ⇒ 00:44:46.930 YvetteRuiz: We guess we could put that there. So sorry. Where are you? Adding that one at.
385 00:44:46.930 ⇒ 00:44:49.090 Amber Lin: I’m adding it at the very top.
386 00:44:49.370 ⇒ 00:44:50.070 YvetteRuiz: Oh! So that.
387 00:44:50.070 ⇒ 00:44:53.300 Amber Lin: So that they know, before they enter the flow, that they have a supervisor.
388 00:44:53.300 ⇒ 00:44:53.759 YvetteRuiz: It makes it.
389 00:44:53.760 ⇒ 00:45:01.720 Amber Lin: They need aggressive. How emotional, making also making special cases, requests.
390 00:45:05.000 ⇒ 00:45:16.759 YvetteRuiz: Making special expectation customer questions. Special expectation making threats. Customer requests Supervisor directly.
391 00:45:17.140 ⇒ 00:45:18.622 YvetteRuiz: Oh, you got that on there.
392 00:45:24.470 ⇒ 00:45:29.639 Amber Lin: Great! I think this is pretty ready to put in a Central doc, just with a few additional.
393 00:45:29.640 ⇒ 00:45:34.769 YvetteRuiz: I’ll send you. I just need to clean up my warranty stuff. I’ll get that done right here, and I’ll send it to you. Amber.
394 00:45:34.770 ⇒ 00:45:36.363 Amber Lin: Okay. Awesome.
395 00:45:38.040 ⇒ 00:45:42.530 Amber Lin: Are you good with me? Working with the escalation flows with Janice and Shannon.
396 00:45:43.410 ⇒ 00:45:43.960 YvetteRuiz: Yeah, that’s.
397 00:45:43.960 ⇒ 00:45:57.680 Amber Lin: Do you want? Okay, that’s good. I know we want to do billing. We haven’t got to the billing part yet. Has anyone made any new sops for the following sections? Or are we waiting to make them.
398 00:45:57.680 ⇒ 00:46:21.030 YvetteRuiz: No, we just recovered this on. We just recovered all this on Tuesday, because nobody was on the same page. So that is my action item this week is I’m going through it. And I’m working with the billing supervisor to make sure that we got everything lined up correctly. Once we get that, then I could share it with you. That’s why I asked you to hold off on that one, because we found that we have these big gaps right now.
399 00:46:21.300 ⇒ 00:46:23.140 Amber Lin: Okay. Great.
400 00:46:23.140 ⇒ 00:46:23.460 YvetteRuiz: So.
401 00:46:23.460 ⇒ 00:46:30.799 Amber Lin: I will wait on the billing side. I know you. Probably you probably would just put sops for each of these individual.
402 00:46:30.800 ⇒ 00:46:31.200 YvetteRuiz: I don’t.
403 00:46:31.200 ⇒ 00:46:37.466 Amber Lin: That was outlined here. Okay, yes, awesome. Let’s see.
404 00:46:38.680 ⇒ 00:46:55.450 Amber Lin: Oh, I wanted to ask you if it’s possible to create a Google Chat channel or space with the Csrs. I was wanting because I don’t know if we transition to the Central dock yet, because and I wanted to ask them say.
405 00:46:55.860 ⇒ 00:47:01.370 Amber Lin: first, st for them to suggest any coverage issues that
406 00:47:01.926 ⇒ 00:47:21.333 Amber Lin: this one doesn’t cover so essentially to use them as a Qa team or customer panel to. Okay, we finish working on a section of a Doc. Ask Csrs for feedback, and they say, Oh, you, I would like to see that. Oh, you missed this, or similarly, for the cancellation flows.
407 00:47:21.790 ⇒ 00:47:38.780 Amber Lin: Or we can ask them, is this format makes sense like they wouldn’t suggest the scripts that we would, they would say they could say, I would like to have a script for that part, or I don’t. I don’t know what this means. It doesn’t make sense to me. So I want to have
408 00:47:39.220 ⇒ 00:47:45.840 Amber Lin: technically they’re my customers. So I want them to tell me, tell us, like what is best for them.
409 00:47:46.040 ⇒ 00:47:47.160 YvetteRuiz: Yeah, for sure.
410 00:47:47.380 ⇒ 00:47:56.019 Amber Lin: Okay. So if you can help me do that, I would love to just create a separate channel, to say, like Andy, Review, team or Andy serve support
411 00:47:56.370 ⇒ 00:47:59.730 Amber Lin: team, and I can answer any questions they have there, too.
412 00:48:00.380 ⇒ 00:48:01.922 YvetteRuiz: Yep, I could create that, ma’am.
413 00:48:02.180 ⇒ 00:48:03.830 Amber Lin: Okay, that will be awesome. Yeah.
414 00:48:03.830 ⇒ 00:48:05.059 YvetteRuiz: Yup! Yup! Yup! Yup!
415 00:48:05.060 ⇒ 00:48:12.330 Amber Lin: So I will put the cancellations back there. Billing will work on
416 00:48:13.480 ⇒ 00:48:20.650 Amber Lin: Let’s see, was there anything else you wanted to talk about today?
417 00:48:21.470 ⇒ 00:48:27.550 YvetteRuiz: No so I did have a question. So when are we going to start working with our next team
418 00:48:28.610 ⇒ 00:48:29.370 YvetteRuiz: division.
419 00:48:29.802 ⇒ 00:48:32.829 Amber Lin: Is it ready to start work with.
420 00:48:35.150 ⇒ 00:48:45.093 YvetteRuiz: I mean, I just wanna get a timeline like if you’re if you say, like, Yeah, we’re ready or hey? So then that way, I can just go ahead and say, Okay, we’re gonna use this date to start working with mechanical.
421 00:48:45.907 ⇒ 00:48:47.639 Amber Lin: I see, so.
422 00:48:48.540 ⇒ 00:48:52.525 YvetteRuiz: I know we were trying to clean up, but finalize some stuff in here.
423 00:48:52.810 ⇒ 00:48:53.480 Amber Lin: Yeah.
424 00:48:54.200 ⇒ 00:48:55.380 Amber Lin: So I think
425 00:48:55.970 ⇒ 00:49:06.100 Amber Lin: so. When we have this more cleaned up, we’ll have more time to work with another team. However, I do think it’ll be great to
426 00:49:06.790 ⇒ 00:49:15.979 Amber Lin: say. Use the this week and next week to figure out what we need from them. I think we can start with
427 00:49:16.560 ⇒ 00:49:21.829 Amber Lin: if what I if I can just hop on a call with mechanical to get
428 00:49:21.920 ⇒ 00:49:47.079 Amber Lin: a sense of where they’re at, how much help they would need, what kind of help they would need, because we learn a lot from implementing this Andy for pest I want to. I want to know what mechanical is like. And then I can give a more straightforward plan of, okay, what does the timeline look like? What’s needed? What resources I need to get on my team so I I just need to do that.
429 00:49:47.450 ⇒ 00:49:48.140 YvetteRuiz: Okay.
430 00:49:48.800 ⇒ 00:49:49.110 Amber Lin: Yeah.
431 00:49:49.550 ⇒ 00:49:58.009 Amber Lin: Would sometime like if if they’re free, would love to call them sometime this week, if not next week, so we can get started as soon as possible.
432 00:49:58.370 ⇒ 00:49:59.950 YvetteRuiz: Okay, sounds good.
433 00:50:00.510 ⇒ 00:50:06.779 YvetteRuiz: I’ll shoot an email right now to you guys, to everybody.
434 00:50:06.780 ⇒ 00:50:07.420 Amber Lin: Hmm.
435 00:50:07.420 ⇒ 00:50:09.120 YvetteRuiz: And you
436 00:50:12.690 ⇒ 00:50:23.240 YvetteRuiz: alright. And so then the Kpis, you’ll circle back with me on that amber. Right? Okay, well, thank you for this. I apologize that I was not 100 prepared. It’s just like these past 2 weeks.
437 00:50:23.567 ⇒ 00:50:44.190 YvetteRuiz: So action items for me, I’m gonna send you the warranty information. I am going to go back to this call center piece. I mean the the call, the cancellation flow and then just reread everything. And make sure, if there’s anything that I want to change, I’ll send those to you. I’ll create this. Separate this chat with the
438 00:50:44.800 ⇒ 00:51:01.140 YvetteRuiz: the Csr’s Andy support. I don’t know what I’ll I’ll call it. But I’ll create that. The billing piece it’s gonna be we’re gonna start working on that. But I do need help from the billing manager on that piece of it, because I wanna make sure she’s aligned with what we’re saying. And then.
439 00:51:01.140 ⇒ 00:51:01.530 Amber Lin: Yeah.
440 00:51:01.530 ⇒ 00:51:04.129 YvetteRuiz: I’ll email Tara and Cass on the mechanical side.
441 00:51:04.530 ⇒ 00:51:29.939 Amber Lin: That’s awesome. I’ll get back to you on the Kpi stuff. I’ll help if there’s anything scriptwise that we change today, I’ll help polish that up. In terms of billing. Let me know if you need. If you have something that you like the format of, tell me I can create a template for that. So it’s easier for people to fill in. So maybe something like, Okay, step one. If it’s customer facing, I have a script for each of the different steps.
442 00:51:30.060 ⇒ 00:51:40.589 Amber Lin: and then have the last step to be okay. Fill out this template that you will send to this email address at billing. So if that helps
443 00:51:41.160 ⇒ 00:51:47.560 Amber Lin: I can sketch out a template for you, and we can see if it if it’s useful.
444 00:51:48.430 ⇒ 00:51:56.140 YvetteRuiz: Okay, that sounds good amber. And you’re are you going to be going to? Are you going to implement this into Andy? So I could start testing it as well. The cancellation stuff.
445 00:51:56.140 ⇒ 00:52:07.509 Amber Lin: Sure. Actually, I’ll put this into the central Doc, and if you need to add anything, look at anything, just go straight to the central Doc. I’m gonna delete this tab. So it’s not confusing anymore.
446 00:52:07.920 ⇒ 00:52:08.809 YvetteRuiz: Sounds good.
447 00:52:08.810 ⇒ 00:52:09.450 Amber Lin: Okay.
448 00:52:10.050 ⇒ 00:52:10.650 Amber Lin: Awesome.
449 00:52:10.650 ⇒ 00:52:11.520 YvetteRuiz: Alrighty. Okay.
450 00:52:11.520 ⇒ 00:52:14.400 Amber Lin: Yeah, I’ll work with Janice and Shannon today. Later.
451 00:52:14.860 ⇒ 00:52:18.592 YvetteRuiz: Sounds good, sounds good amber. Thank you. So much for your time today
452 00:52:18.880 ⇒ 00:52:19.750 Amber Lin: Thank you.
453 00:52:19.750 ⇒ 00:52:20.649 YvetteRuiz: Alrighty! Bye-bye.
454 00:52:20.650 ⇒ 00:52:21.520 Amber Lin: Bye.