How to Approach EFax in the Customer Survey
When doing the customer verification, instead of asking if they are frequent fax users, I would like you to start asking "Has the sales rep explained efax to you?" If the customer says no, you should let the sales rep explain it to them. You don't need to do it.
Something important to remember is that if you find out something in the customer survey, like they have an alarm, life alert or are current Dish customers, you are not the one that should be telling the customer that they can't get our service. In this case, you should just ask to speak to the sales rep and then explain it to them. The sales rep can then talk to the customer about it.
Calling Sales Reps Back
If you are doing a qualify and your call with the sales rep drops, you shouldn't just pick up the next call. I need you to call that sales rep back and finish their qualify. We've had some complaints from sales reps that when there are hold times and their call drops, they have to wait on hold again to get back on the phone. They shouldn't have to wait again, just give them a call back.
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