Policies

Sometimes a customer fails to respond, or agents only hear background noise during a call. The procedure for these occurrences is as follows: 1) Repeat yourself a total of three times. The verbiage you repeat will depend on when the customer went silent in the call. Here are some examples you can follow: During Intro [on an outbound call]: “Hello, this is at Cove Home Security on a recorded line. Am I speaking with ?” During Intro [on an inbound call]: “Thank you for calling Cove Home Security. My name is , may I have your phone number to pull up your account please?” During the call: “Hello Mr./Ms. Customer, are you still there?” 2) After three attempts, use the Ghost Spiel. This is an example of one: “Since I cannot hear any response from the other line, I will have to end this call for me to assist other customers, for any concerns, you may contact us at (855-268-3669). Thank you for calling Cove. Have a great day.” 3) Disconnect the call. On a ghost call, giving the customer time to respond is important but so is your time. If you have repeated yourself 3 times and given the customer time to respond, disconnect the call. Summary Ghost calls should NOT take more than 2 minutes. If the customer has been bumped three times without giving a response, disconnect the call.…

Locate the Account When Cove is contacted AFTER the system is sold, it is usually by the person who purchased the equipment. This can make locating the existing account from the previous owner difficult. Ask the customer if they have any contact information for the person, they purchased from so that you can attempt to use it in locating the account. If they do not have any contact info, you can ask them for the Interactive ID on the back of the panel search SecureNet for the Interactive ID, and locate the account that way. Requirements for account transfer In the event that someone sells their Cove system, a few different situations may arise. Despite these situations, all of the following must be completed. These apply whether the system was sold or exchanged. All monthly RMR is paid to the current date i.e. No past due balance. Customer must authorize the transfer of ownership New customer must agree to all Terms & Conditions Account Takeover Process Value Accounts Since Value accounts own the equipment, this simplifies things quite a bit. In this situation, follow these steps: Ensure that all monthly RMR is paid to the current date i.e. No past due balance. Attempt to contact the owner of the account and obtain authorization to transfer ownership of the account. Obtain the email of the new customer to send the Account Transfer email. (This is primarily for account transfers that occur before the equipment is transferred.) Next, Send the new account owner an email using the "Account Transfer/Swap" Canned Response Once you receive a response from the new owner of the account, call the new customer to obtain all of the information needed to reflect the new owner. This includes but is not limited to the phone number, email, and billing information. Economy Accounts When this situation arises with an Economy customer it creates a few complications. Primarily the fact that the customer did not own the equipment.…

Our billing policy outlines the guidelines we follow for managing transactions and charges associated with the services we offer. This policy aims to provide clarity and transparency to our customers regarding payment methods, billing cycles, and any other relevant financial matters. Accepted Payment Methods: Credit Card Debit Card Updating the Billing in Pando When changing the card on file, we do not read the card number back to the customer for legal reasons. If you think you missed something on it, just ask the customer to repeat it so you can be sure you have it all correct. If a card won't add, double-check the following: Billing Address Card Number If the card is active The CVV code on the back Changing the Next Billing Date Changing the "Next Billing Cycle" will move the customer's next payment but it will not alter any payments after that. We are permitted to do this anytime within the same month that the customer is changing. Changing the RMR Billing Date Changing the "RMR Billing Cycle" will change the date in the month that they are charged for Monthly Monitoring. This is a permanent change. One-Time Payment Process This is how any payment is taken on an account for monthly monitoring to paying off balances to paying for new equipment. One-Time Payment Process Video Reference Select the appropriate Billing Method (Customers may have multiple methods of payment available on an account). The customer’s default payment method can be automatically selected by choosing “Default Payment Method” Enter the payment amount to be charged. If the payment should be processed on a future day change the process date to the desired date and the payment will come out, then. This is called a future payment. Select yes or no on if you're creating an invoice: For all RMR payments, you never create an invoice For additional payments beyond the RMR (Sales Upgrades, paying off the Equipment Balance, etc.) you will need to create an invoice.…

When canceling a Cove customer's account, the first step is always retention. We must do what we can to satisfy their needs despite having a poor experience or missed expectations. That being said, once a customer has finalized their cancellation, either by explicitly requesting cancellation or otherwise, we need to then proceed to cancel their services in Pando, SecureNet, Dealer Portal, and COPS. It is crucial to always properly record Account Statuses and Reasons so that we may understand how to improve as a Support Team and the company as a whole. Make sure you always take the time to properly probe why the customer is canceling, so that you can then input the correct information for us to see and work on in the future. REMEMBER: We only process cancelations over the phone or if the customer has missed 6 consecutive payments. If a customer is requesting cancellation via email, text, chat, etc., kindly ask that they call in so we can process their cancellation. 30-day Notice: We ask all of our customers to provide at least 30 days' notice before their next billing date, customers within their 60-day window are exempt from this notice. This next billing date will act as their final payment. When a cancellation request is received, and all applicable obligations have been met, a final payment will be drawn from the customer's account on their next billing date. Following the final payment, services will continue and will auto-cancel after the billing cycle. Customers will receive confirmation of account cancellation at the email address on the account. Example Scenario: The customer contacted us to initiate the cancellation of her account on August 24, 2023. Her upcoming billing cycle is scheduled for August 28, 2023. The final payment will be processed during this upcoming billing cycle, and the account will be formally canceled on the last billing date, which falls on October 27, 2023. Determine The Cancelation Type Step 1.…

Modifying account information is a crucial process that needs to be adhered to maintain accurate records and ensure a seamless customer experience. Editing Accounts delves into the procedures and guidelines for making modifications to customer accounts within our system. This involves updating personal information, contact details, and payment methods. By comprehensively covering the policies of editing accounts, ensures that our organization maintains the integrity of customer data, enhances user satisfaction, and upholds data security standards. Editing Active Accounts Editing Accounts: Click on the Pencil Icon Change the information that requires changing Click "Update" Account Cards Below you will find the information found in each card in Pando and what can be edited. Customer Information Card Customer Name Phone Number Email Address Billing Address Shipping Address Site Address Payment Information Card Payment Type RMR Billing Cycle Next Billing Cycle Custom Fields Card Monitoring Plan Equipment Warranty Equipment Warranty Expiration Equipment Balance Cove Monthly Credit Cove Credit Balance Central Station Card Site Password Responding Party Editing Data Entry Accounts Accounts with a primary status of data entry are accounts for which the initial order is still being processed. The Data-Entry status tracks each step of the fulfillment process. All account actions under this status are fully automated and intended only for viewing purposes. (Usual reasons to edit data entry accounts are: Customer calling to update their site address, email address, and phone number a day after they purchased the equipment). While in Data entry, we can edit all the following information but only through the master screen: Addresses (If they need to update the shipping address, this cannot be done if there is a tech already assigned) RP’s - Responding Party is the term used for the customer and other contacts to be called in case of an alarm event.…

Ordering Additional Equipment Guidelines: Value Plan The customer must pay upfront for any additional equipment. Economy Plan You can only add to the equipment balance within the first 15 days of service. After that, the customer must pay upfront for the equipment. When adding to an existing Economy Plan, if the cost is more than the dollar limit for that package (i.e. $415 at retail) the customer must pay the difference. Data Entry You cannot add to the order, EXCEPT as a separate order through the "Customer Orders" screen. Additional Information: Shipping Fee - Flat $5 charge Shipping Time - 2-7 business days Equipment Pricing Table The equipment pricing table is for all existing customers purchasing additional or replacement equipment. Take Note: Special Circumstances and De-Escalation Discounts - Equipment discounts should be saved for special circumstances or in an effort to de-escalate the customer. TL approval is required before an agent can offer a discount greater than 30%. Customers in their Initial 60-days - If any customer wants to order additional equipment within their first 60 days, they will qualify for the equipment discounts currently being offered on the website. After 60 days, all equipment will be full price. First Responder Discount - First Responder discount customers do not qualify for any discounts after their initial purchase, they must always pay full price for any additional equipment. Equipment Type Regular Pricing 30% off No Approval Required 40% off TL Approval Required 50% off TL Approval Required Panel $249 $174.30 $149.40 $124.50 Door/Window Sensor $15 $10.50 $9 $7.50 Motion Detector $30 $21 $18 $15 Glass Break Detector $35 $24.50 $21 $17.50 Smoke Detector $95 $66.50 $57 $47.50 CO Detector $80 $56 $48 $40 Flood Sensor $35 $24.50 $21 $17.50 Key Remote $25 $17.50 $15 $12.50 Panic Button $20 $14 $12 $10 Eufy Doorbell Camera $99 No Discount No Discount No Discount Eufy Outdoor Camera $129.99 $90.99 $77.99 $64.…

Approved Refunds/Credits: Return of equipment within the 60-day trial period. Initial purchase transactions should not be refunded except inside the 60-day return window. Exceptions to this should be cleared with the US team. Overpayment due to an accounting error. Limited Warranty replacement. Credit should be offered first. Not-Approved Refunds/Credits: Economy customers outside of their 60-day trial period are not eligible for refunds until they pay off the equipment balance on the account. Home damage, or lost property due to a break-in does not qualify for a refund or compensation. All other refund requests should be approved by a Team Lead BEFORE the refund is promised to the customer. Credit Request Policy Here at Cove, we have the opportunity to credit a customer's monitoring to make sure that they continue to have a 4E experience even when issues arise. Shipping Delay If a shipment is delayed for longer than 2 weeks from the time the customer orders, we can offer them 2 weeks of monitoring for the inconvenience. This amount does not increase if it is longer than 2 weeks and does not apply to back-order items. Lack of Service If a customer has not been able to receive the monitoring they were paying for, we can credit back any months paid or forgive past dues for the same reason. Here's when this is permitted: The system has been offline due to faulty equipment. Faulty Panel AT&T cell outages in their area The system was never installed (limited to two months of monitoring credit because it is the responsibility of the customer to contact us should they need to pause services). The system was installed but never activated in COPs.…

The Make it Right policy is intended to encourage greater autonomy in an agent's ability to handle complex or escalated issues where standard policies and procedures have been exhausted and failed to meet the customer’s needs. The goal of the Make It Right Policy is in line with our mission to provide 4E experiences to each customer. It will empower agents to use their own judgment to create fair solutions for the customer and the company. When and how to initiate the policy? There is a clear gap between our policy and the customer’s request The customer is seeking a fair solution The agent can put him/herself in the customer’s shoes Tell the customer that put them on a brief hold while they review the customer’s account, and try to make it right” Steps to Make It Right Identify the problem (Policy isn’t satisfying the customer) Ensure that as the agent you understand the exact nature of the customer’s issue. Rephrase the issue in your own words and wait for confirmation from the customer before moving forward What does the customer want? The customer will have a demand or request. This could be a full refund, partial refund, new equipment, etc. Ensure you know exactly what they are wanting by rephrasing it in your own words. Know what my resources are (What is fair? things to consider) Tenure of account, Billing History/Status: How many years have they been with us? Can we expect many more years to come if we can make it right? Value or Economy customer: How does this factor into your decision? Have they reached out to us before or is this the first time? Shipping: Shipping delays out of their control cause unfair delays. Are they Impacted by things they can’t control, “cell strength” “Firmware” “Alexa” “etc.” Develop a solution (Agent’s solution) At this point, you consider the customer’s issue and if their solution is appropriate (it may be). You will develop a solution (THAT MAY BE OUTSIDE POLICY) that is fair to both the customer and Cove.…

The policies are a set of guidelines and principles that Cove follows to ensure consistent and high-quality interactions with our customers. This policy outlines our commitment to delivering exceptional customer experiences, resolving issues promptly, and maintaining open lines of communication. This helps create a positive and satisfying experience for customers, which in turn contributes to customer loyalty and business success. Cove is dedicated to providing superior customer service to all our valued customers. These outline our aim to create positive interactions, address concerns, and maintain a customer-centric approach in all our dealings and serve as a guide for our employees and partners in upholding our company's reputation for exceptional service. Verification Policy Verification is the process of confirming the accuracy, authenticity, or truthfulness of information, entries, or identities. It is a crucial step in various fields and industries to ensure reliability, security, and compliance with established standards or policies. Cove is in the business of security, and we must treat customers' information carefully, only allowing authorized people to alter information on the account. Before we provide account-specific information or account-impacting actions or updates, we always secure the call by verifying if we are speaking to an authorized person. For these reasons, we have a verification process when taking phone calls. Verifying identity serves the purpose of preventing unnecessary dispatch of authorities and ensuring accurate communication with the right individuals regarding your account information. Key Definition: Safeword - Also called verbal password, is a word or phrase that customers specified when they purchased the system. The verbal password allows customers to verify their identity when an alarm is triggered or when communicating with Cove about their account.…

Proper documentation through notes helps us maintain an accurate updated customer record to facilitate efficient communication and provide excellent customer service. Notes should be left after every customer interaction. Critical notes, however, should only be used to record information that will affect the handling of the account for as long as they have the account. An example: "Customer only speaks Spanish" Notes need to be an accurate representation of what happened during the call. They are to be professional and must never include personal feelings about the interaction or the customer. It is not acceptable to directly quote customers in notes unless the customer specifically requests certain information to be included if it is considered appropriate. Listed below are the requirements for all types of contacts: Notes Outline: CT Info: Customers name If it is not the account holder, we need to indicate the relationship such as mother, father, employee, wife, etc. Reason: Clearly state the customer's issue/concern or why they were contacted Resolution: Any actions taken during the call, such as troubleshooting steps, solutions provided, or promises made to the customer. Any timeframes specified for shipping, issue resolution, refund, etc. Any amounts specified such as refunds, credits, quotas for an order, etc. Any changes made to a customer's account such as email, phone number, address, etc. (This should include what it was changed from-to) If the issue is not resolved what instructions or information were provided. Any other information that may be relevant to future contacts. Any additional concerns that were covered. Any follow-up tasks or commitments made during the call, such as callbacks, escalations, or additional information to be provided should be clearly documented in the notes. Any internal communications or interactions related to the customer's issue, such as transfers to other departments or collaboration with TLs should be documented as well.…

The confidentiality and media policy outlines the guidelines for protecting confidential information and avoiding unauthorized disclosure of information to unauthorized parties. As an agent, you have access to confidential and sensitive information, including financial data, customer profiles, and product development plans, which are vital for our company, customers, and partners. It is crucial to maintain the confidentiality of this information to safeguard our reputation and maintain our competitive advantage. Your responsibilities include keeping all work-related information confidential. You should not share any information, orally or in writing, with external parties unless authorized by management. This includes details about customers, products, employees, and the company itself. Moreover, using this information for personal gain or unrelated purposes is strictly prohibited. Having said this, we will sometimes get requests from media representatives or attorneys. As an agent, you are not to provide any information aside from getting them in contact with the correct department. View the process to follow for these requests below: Media Inquiries: If you receive a media inquiry, whether by phone, email, or in-person, you must refer the inquiry to the legal department by sending an email to legal@covesmart.com including the Director of Operations in the email. Do not provide any information to any media persons beyond informing them our team will get in contact with them. If you are unsure about how to respond to a media inquiry, contact your supervisor immediately. Legal Inquiries: If you receive a legal inquiry, whether by phone, email, or in person, you must refer the inquiry to the company's legal department by sending an email to legal@covesmart.com including the Director of Operations in the email. Do not provide any information to attorneys or legal representatives beyond informing them our team will get in contact with them.…