Important for all calls

Always spell out the customer’s first name, last name, street address, and city to ensure accuracy.
Follow the script flow with the spirit of the script.
Even if you don't follow every word, you need to follow the order and flow of the script and make sure to ask all questions.
All calls should be sent over through CRM or sent over to the store via phone.
If in doubt, email it out: If you do not know an answer, and there is no one that can answer it, get the customer’s information and try calling the office. If you cant reach the local office send an email to the local office and the senior distribution list (if applicable).
Always include the key information in emails:
- Customer name
- Phone number
- Address
- Email address
- Description of the problem

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