First Impression
Prepared and Ready
Be ready to capture all information provided so that the customer does not have to repeat themselves.
➤ After you have given your first impression, the customer will share the 
reason for the call. They may also include their name, address, or account number.
➤ This may require the use of a system notepad or a writing pad.
➤ CRM Screens should be clear of the last calls data 
and be up and ready to capture the incoming information.
➤ Being prepared and ready for the call demonstrates professionalism and care.

Responding Appropriately
➤ Show your willingness to assist
➤ Include the call reason in your response
➤ Apologize and Show Empathy when appropriate

Obtain Account Access Information
➤ IVR access
➤ Use either or method
➤ Account #, Phone #, Store #, or Delivery Address


Obtain and use the caller's name
➤ Listen for how they introduce themselves
and use that reference
➤ Avoid ma'am and sir, Mr., Ms., or Mrs.
➤ Avoid terms of endearment

Call Handling
Residential Account Verification
1. Ask the caller for the first and last name and delivery address on the account
2. Ask the caller for their cellphone number and email address
3. Confirm you are speaking to the account holder/authorized user

Commercial Account Verification
1. Ask the caller for the name and delivery/service address on the account.
1. Ask the caller for their telephone number.
*Most employees working in a commercial location may not have access to the company
 email. Email address verification is not a requirement for commercial accounts


What can an Authorized User Do?
➤ Place orders for delivery
➤ Request service
➤ Inquire about invoices
➤ Make payments*
➤ Authorized users do not have access to close a customer's account, with the one 
exception of an executor of an estate/representative designation or power of 
attorney status in the event of an account holder's death.

*Payments on an account can be accepted by authorized and non-authorized users.

Account Notations

What to Notate: Notes
should clearly and completely explain the customer's situation, 
actions taken and outcome.

When to Notate: Notes
should be added during the call, or immediately after the call to ensure others are 
able to see the most current up-to-date customer interaction details.

Queue Processes
All Cases either need to be resolved or added to the Appropriate Queue.

When to Queue: If the
case needs to be sent to another department because you can not finish the request, 
or an action is waiting to be completed.



Creating a Case
When clicking the New Case Button, the initial required fields need to be filled in before saving the case. These required fields will have a red asterisk* on them.
➤ Customer - Auto filled in by the system
➤ Case Type
➤ Case Sub-Type (When applicable)
➤ Called in by - Name of the person calling Best Contact Number - The caller's best contact number
➤ Reported By - Use the drop-down menu in the field to select the appropriate option
➤ Origin - Defaults to Phone
➤ Description - Short version of the call reason

Though not marked with a RED asterisk*, Best Contact Number and Reported By ARE 
REQUIRED fields in the Case Summary tab.