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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 receive a Homeowner Interaction with a credit consent issue, support agents are to get answers to the following: 

During the Call

After the Call

Actions for Back Office Support Only:

Back Office

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

1

Was the sales rep and/or installer physically present?

IF YES:

  • Ask the HO If they have collected their names of the parties present? . Take not of it and then continue with the next question

IF NOT:

  • Take note and Continue with the next question

2

Did you receive the customer credit application via email and acknowledge it through your device?

  • Take note and Continue with the next question

3

Was the customer credit application clicked and acknowledged onsite via the installer/sales rep's mobile device?

  • Take note and Continue with the next question

4

What did the installer/sales rep advise on what would happen?

  • Take note and Continue with the next question

5

Was there anything that occurred that was not advised?

  • Take note and Continue with the next question

6

Was there anything confusing during the credit application?

  • Take note of all the information and reply to the HO:

“Thank you, we have notated the information on your account and will get back to you as soon as possible with an answer.”

  • Then proceed with the next step in the process (Click Here)

After the Call:

Step

Action

Case Fields

1

  • Locate the customer record in Salesforce and create a case at the contact record level.

  • Generate a Case Assignment for Customer Support Resolution Specialist

  • Status: New

  • Account Name: (Customer’s Name)

  • Associated Installer: (Installer Org)

  • Customer Request Type: (Complaints: Alleged Fraudulent/Deceitful Act)

  • Case Description: (Summary of the call + The questions and answers provided during the interaction)

  • Case Source: (Select The incoming Channel)

2

  • Referral Reason: (Escalated Customer)

  • Referral Comments: (Credit Consent Inquiry)

3

Back Office Support Action:

Step

IF

Then

1

  • If you do NOT SUSPECT FRAUD or compliance concerns within the details provided by the Homeowner

  • Reply To the Homeowner by sending an Email through CXone and using the Quick Reply named as “Consent-Inq-NoSuspec “ :

  • Then Close the Case

2

  • If you SUSPECT FRAUD or compliance concerns within the details provided by the homeowner

  • Reply To the Homeowner by sending an Email through CXone and using the Quick Reply named as “Consent-Inq-Suspect “ :

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