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Background
This process will be used when homeowners are concerned about credit consent inquiries. It will guide agents on how to figure out if a homeowner is experiencing buyer's remorse or if it is a true mistake/malfeasance on the part of the installer/sales rep.
Process:
When we have a homeowner call or ticket about receive a Homeowner Interaction with a credit consent issuesissue, support agents are to get answers to the following:
Create EBH Ticket
Summary: Homeowner Concern – [Homeowner Name]
Description: Homeowner Name and Job Address – and summary of their concern
Request Type: Select from:
Inquiry/concern (concern over delay or other general matters)
Reporter: The homeowner’s Email address
Organization: installer name
Labels: Credit_Complaint
Internal Comment: Homeowner’s Phone number and Email address (inbound calls only)
During the Call
Actions for Back Office Support Only:
During the Call:
The agent will conduct the following questions and actions with the homeowner:
Please use the following script before starting the questions: “We will conduct a series of questions to further investigate your concerns. Please be as detailed as possible so that we can notate your account.”
Step | Question | Then | |
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1 | Was the sales rep and/or installer physically present? | ||
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IF YES: |
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IF NOT: |
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2 | Did you receive the customer credit application via email and | |
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acknowledge it through your |
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device? |
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3 | Was the customer credit application clicked and acknowledged onsite via the installer/sales rep's mobile device? |
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4 | What did the installer/sales rep advise on what would happen? |
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5 | Was there anything that occurred that was not advised? |
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6 | Was there anything | ||
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confusing during the credit application? |
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After the Call:
Step | Action | Case Fields | ||
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1 |
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Back Office Support Action:
Step | IF | Then |
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1 |
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Hello [Homeowner Name],
Thank you for reaching out to us. After reviewing your case, we did not find any issues related to the Credit Application Acknowledgment. Please reach out to your installer if you have any questions.
Regards,
[Agent’s Name]
Close the ticket.
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2 |
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Hello [Homeowner Name],
Thank you for reaching out to us. We are reviewing your case and will notify you as soon as possible with an update.
Regards,
[Agent’s Name]
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