Presentation on theme: "Incoming Phone Call Protocols Last Rev. 8/4/14. Brief Guide & Helpful Pointers This Flow Chart for CST based phone calls was created to provide a quick."— Presentation transcript:
Incoming Phone Call Protocols Last Rev. 8/4/14
Brief Guide & Helpful Pointers This Flow Chart for CST based phone calls was created to provide a quick way to determine how to handle the frequently asked questions that our clients will ask. Obviously, the range of questions/issues and their explanations cannot be all inclusive. Unforeseen circumstances may arise, use your best judgment as to how the call should be directed. If call is beyond your comfort level, do not hesitate to “elevate” the call to Kevin, Sean, Cindy, and/or Ken.
CST Phone Call Flow Chart Client? Discrepancy Account Management General Help Yes No Prospective Client Questioning Total (Prop Mgr, Sub, etc.) Reason For Call See Discrep. Document (Send to csthelp) n/a (see next page) Send to Kevin, Gooch or Kruk Send to Sean/Ken/Kevin Quick Action Purchase Service? Weather BriefingSee Instructions
CST Phone Call Flow Chart Discrepancy Account Management General Help Reason For Call See Discrep. Document Send to csthelp w/incident specifics Sign-up Renewal or Add/remove locations Log in Info Look-up Billing/Price Questions Process E-commerce Site Tech Support Notification s Have Client go to web for service. More Details.More Details. Give to Cindy/Kevin/Ken Give to Cindy Pmyt or Inv? Give to Cindy or Kevin Price Give to Cindy or Kevin Give to Sean/Ken/Kevin Most situations Looking for Unposted Storm > 48 hrs since snow ended? Yes No Inform Client Totals available up to 48hrs AFTER snow ends Guidelines Quick Action ChartGuidelines Quick Action Chart Main Chart If CST Client Asks for a WX Briefing Direct to PW Lookup near login spot, if no luck Cindy/ Kevin/Ken Password Username
Briefings to CST Clients If Client doesn’t have an alert service (if in doubt, verify in program or checklist) they typically should not be given weather briefings. As a courtesy, you are allowed to brief CST clients. It’s good relations and often leads to new alert clients. But when doing so, follow the following guidelines: – Politely tell caller that briefings are not part of their service, but as a courtesy you can give them a one-time briefing. – Don’t be super specific (Don’t say snow starting between 9 & 10 AM tomorrow, say mid-late morning instead) – Send Ken an indicating who you talked to, name of Company and phone number so we can make sure no one is taking advantage. Quick Action ChartQuick Action Chart Discrepancy/Acct. Management General Help/MiscellaneousDiscrepancy/Acct. Management General Help/Miscellaneous
More Info for Web Self-Service For Alert Clients, they can go to their regular WeatherWorks Login (top right of – Once logged in on Landing Page, Click “Certified Snowfall Totals” button on the left. – Click the button for “Edit Zipcodes” (button appears in center of screen) For CST Only Clients – Go to to log in to their dashboard.www.certifiedsnowfalltotals.com If you are met with resistance (client doesn’t want to do it themselves, has some other problem) pass caller on to Cindy. If Cindy unavailable, pass on to Kevin. Quick Action ChartQuick Action Chart Discrepancy/Acct. Management General Help/MiscellaneousDiscrepancy/Acct. Management General Help/Miscellaneous