Answering Service Call Flow and Customer Service Practice

Information regarding call flow protocols, customer rapport techniques, and specific alarm handling rules such as NFPA 72 and Burg Alarm procedures.

Main Office

The role the Answering Service acts as when handling calls and support needs like tech sales or billing.

Monitoring needs

answering service outcome:

- false alarms

- tests

- temp notes.

Emergency Information Requirements

info to collect: Name, Callback #, and What they need.

Quality Standards

Safety, Rapport, Accuracy, Efficiency, and Knowledge.

Rapport

Having a great relation with subscribers by using their name, being empathetic, and showing interest in concerns.

ASAP Technique

Apologize, Sympathize, Accept Responsibility, and Prepare to Help.

ARG Technique

ASAP Technique, Reassure you WILL transfer, and Gather info/Solve problem.

Basic Customer Needs

The three fundamental expectations of a customer: To be heard, To be understood, and To be cared for.

One Hour Rule

A Burg Alarm protocol where you update dispatch and FC if inside the hour, or treat it like a new alarm if outside the hour.

LBM

Stands for Lockbox & Medical info; exclusively given to subscribers or dispatch, never to Responsible Parties (RPs).

60 day temp notes

Durable notes used for instances such as subscriber moves, updated addresses, or when a subscriber has passed away or moved to long-term care.

NCR

Stands for No Code Required; a status regarding passwords that is not relevant to the subscriber.

NFPA 72 Rules

Fire alarm regulations requiring dispatch first on commercial accounts, no tests longer than 24 hours, and ignoring aborts and restores.

Password Rule 4

Never hold a password longer than $30 - 60$ seconds.

One moment

The recommended alternative phrase to use instead of saying "Just a second."