Objective: To provide the support team with a standard greeting when answering a call. The goal is to create an effortless and delightful customer experience for every caller and verify the caller.
When answering a call, all agents should use the following greeting:
If it is a Homeowner:
Thank you for contacting EverBright, your solar financier. This is (Agent Name), how may I assist you today?
Allow the customer to state the reason for their call.
To better assist you, may I have the name on file and the property address?
Pull up the customer’s account in Engine.
Thank you for that information. To verify the account, may I have the phone number on file?
Verify the phone number.
ONLY if the homeowner states that the phone is incorrect, they must verify the email address on file.
May I please have the email address on file?
The correct phone number or email address is needed to move proceed with the call. If the homeowner passes the verification:
Thank you for verifying that information, I will be happy to assist you today.
If the homeowner DOES NOT pass the verification because they were unable to provide the correct information.
Thank you for that information. We were unable to verify the information on file. To protect the privacy of our customers, we kindly request that you send us an email from the email on file to better assist you.
If the homeowner becomes upset or insists that the information, they provided is correct, as a last resort you may ask for the contract ID.
May I have your contract ID number?
If the homeowner can verify the contract ID number, you may proceed with the call.
Also, update the homeowner’s information.
If the homeowner CANNOT verify the contract ID number, they must send their request in an email from the email on file.
If it is an Installer:
Thank you for contacting EverBright, your solar financier. This is (Agent Name), how may I assist you today?
Allow the installer to state the reason for their call.
To better assist you, may I have the customer’s name and the property address on file?
Pull up the customer’s account in Engine.
Thank you for verifying that information, I will be happy to assist you today.