Customer Service Policies: Notes Policy - ER

Notes in Pando 

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. 

Notes Outline

Customer Information 

• Customers name
• Relationship to the Account Holder such as husband, employee, mother, 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 and 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 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.

Disposition in Pando 

Note dispositions play a vital role in our day-to-day as they serve as essential tools for recording what happens during customer interactions and categorizing the type of interaction. 

These dispositions assist us in accurately documenting and organizing the results of our calls, enabling us to spot patterns and trends. This, in turn, helps us keep track of what happens on calls and figure out how we can provide better assistance to our customers by analyzing the data we collect. 

Alarm Permit  

• Certificate Questions: Used when a current customer contacts us to ask questions about the Alarm Certificate. 
• Company Side Alarm Permit: Used when a current customer contacts us to get information on the customer side alarm permit. 
• Customer Permit Question: Used when a current customer contacts us to ask questions about the Alarm Permit.
• Permit Added: Used when a customer provides a permit number to be added and the agent adds the permit.
• Requested/Updated Alarm Certificate: Used when a current customer contacts us to get their alarm certificate, and/or updated. 

 

Billing  

• Billing Correction/Error: Used when we need to make RMR corrections, invoice corrections, billing date changes, and duplicate charge cases.  
• Collections: Used by the billing team when they work on re-subs.  
• Credit/Refund: Used when we do anything regarding refunds and credits such as the timeframe, requesting a refund/credit, cove credit adjustments/questions, etc.  
• Customer Billing Question: Used when a customer calls in or our outbound team calls out and helps with any type of billing-related questions such as monthly fee, equipment balance, billing date, etc. (This disposition is to be used only when this is the only reason the customer called.)
• Customer Hung Up: Used when the outbound billing team calls out to the customer and the customer hangs up abruptly. 
• No Answer, Left Voicemail: Used when the outbound billing team calls out to the customer and the customer doesn’t answer.
• Not Available: Used when the customer indicates that they cannot speak at the moment, or a third party indicates they will relay the message to the account holder. 
• Paid in Full: Used when a customer calls in or the billing team calls out and the customer either pays the past due balance or equipment balance in full.    
• Paid/Cancelled Service: Used when the outbound billing team calls out to the customer and the customer proceeds to take care of the equipment fee or past due to cancel. 
• Paid Online: Used when a customer calls in or the billing team calls out to the customer and helps them pay a bill on the portal.  
• Partial Payment: Used when a customer calls in or the billing team calls out and the customer either makes a partial payment towards the past due balance or equipment balance.
• Payment Plan: Used when a customer calls in or the billing team calls out and the customer sets up a payment plan.  
• Promised to Pay: Used when a customer calls in or the billing team calls out and the customer promises to pay the past due balance or equipment balance at a later date.   
• Refused to Pay: Used when a customer calls in or the billing team calls out to a customer to resolve a billing issue but the customer refuses to pay.  
• Tax Exemption Question: Used when a customer calls in to get information on how to complete a tax exemption   
• Update Payment Method: Used when a customer calls in to update their credit/debit card information.  
• Year in Advance YiA: Used when the customer has any questions, or we do something related to the year-in-advance program.   

 

Customer Experience (CE)  

• Already installed: Used when the CE team calls out to a customer to follow up on the customer’s experience with the installation.  
• Bilingual Requested: Used when a customer requests a different agent that can speak their preferred language. 
• Canceled Account: Used when the customer cancels on the call or the account was already canceled.
• Dealer Message: Used by digital agents when communicating with customers regarding dealer messages sent by COPS. 
• Installation/Activation Completed: Used when the CE team helps the customer install their system on the call.   
• No Answer/Voicemail: Used when the CE team calls out to the customer and the customer doesn’t answer.  
• Not Yet Installed: Used when the CE team calls out to a customer to follow up on the customer’s experience before the installation.  
• US Agent Requested: Used when a customer contacts us and requests a US agent to work with. 

 

Customer Service  

• Account Transfer: Used when a customer contacts us to transfer their account to a new homeowner or has any questions regarding the process. As well as when a new homeowner calls us to take over an account. 
• Alula Upgrade: Used when a customer contacts us to upgrade their system from the previous Cove system to the Alula system.
• Forgot Pin Code/Safeword: Used when a customer contacts us because they forgot or wanted to know their safeword/verbal password and/or 4-digit PIN code. (This disposition is to be used only when this is the only reason the customer called.) 
• Initial Order Help/Change Request: Used when a customer calls in requesting something to be changed in the initial order such as equipment or needs help with an initial order that has already been submitted.    
• Item Return: Used when a customer contacts us to return an item(s).   
• Missing Equipment: Used when a customer contacts us due to their belief that they did not receive the equipment that they were expecting.  
• Notification Update: Used when a customer contacts us to edit their notification preference for an alarm such as text, email, or call.  
• Package Lost/Stolen Enroute: Used when a customer contacts us due to their package being missing when it shows as delivered.   
• Package Never Left Warehouse: Used when a customer contacts us to track a package that has not left the warehouse.   
• Placed On/Off Test Mode: Used when a customer contacts us to request the system to be placed on or off test mode.   
• Portal Help/Questions: Used when a customer contacts us with questions or needs help navigating the portal.   
• Reactivate Account/Services: Used when the customer contacts us to reinstate the services on the canceled account.  
• Referral Program: Used when a customer contacts us regarding the referral program such as questions, issues, etc. 
• Request Tracking Information: Used when the customer contacts us to get tracking information on their recently purchased item(s).  
• Rerouting Request: Used when a customer contacts us to request a package be re-routed to a new location.  
• Social Media Influencer: Used when we are contacted by a social media influencer looking to collaborate.  
• System Feedback: Used when a customer contacts us to give feedback for our Alula or Cove simple system.  
• System Relocation: Used when the customer calls in to get help relocating their sensors, panel, etc.  
• System Status/Test: Used when a customer contacts us to test their system and/or to check the status of their system. 
• Thank You Program Added: Used when a current customer contacts us to add a Thank You Program code to their current account.   
• TL/Supervisor Call Back Request: Used when a customer contacts us to request a callback or any other follow-up from a supervisor.  
• TL/Supervisor Escalation: Used when a customer contacts us to speak with a supervisor.   
• Update Account Information: Used when a customer contacts us to update the name, number, email address, RP, shipping address, or monitoring address on the Pando account.  
• Update Verbal Password/4-digit PIN: Used when a customer contacts us to update the safeword/verbal password and/or 4-digit PIN code. (This disposition is to be used only when this is the only reason the customer called.) 
• Upgrade/Downgrade Plan: Used when a customer contacts us to upgrade/downgrade their monitoring plan. 

 

Fail-Safe Audit   

• Central Station Inactive: Used when the reason for the fail-safe audit is due to the central station showing as inactive on either or both the COPS account and the Pando account.  
• Interactive Doesn’t Exist: Used when the reason for the fail-safe audit is due to the interactive ID not existing on either or both the SecureNet account and the Pando account.  
• Interactive Inactive: Used when the reason for the fail-safe audit is due to the SecureNet account showing the interactive ID as inactive on either or both the COPS account and the Pando account.
• Interactive Unknown: Used when there is no known reason for the account showing in the fail-safe audit. 

 

Installation

• Eufy Doorbell Camera Installation: Used when a customer contacts us to get help or information on how to install the Eufy Doorbell camera.  
• Eufy Outdoor Camera Installation: Used when a customer contacts us to get help or information on how to install the Eufy Outdoor camera.  
• Indoor Camera Installation: Used when a customer contacts us to get help or information on how to install the indoor camera. 
• Install Process Questions: Used when a current customer or potential customer contacts us to ask questions on the installation process.   
• Skybell Doorbell Camera Installation: Used when a customer contacts us to get help or information on how to install the Skybell Doorbell camera. 
• Sensors Installation: Used when a customer contacts us to get help or information on how to install the sensors including the key remote and medical button.  
• Stuck on Verifying/Installing Sensors: Used when a current customer contacts us due to the panel being stuck on steps 1-6 of the installation wizard. 

 

Make-it-Right (MIR)

• Collections: Used when an instance of the “Make it right” process is used when the issue was due to a collections issue.   
• Customer Experience: Used when an instance of the “Make it right” process is used when the issue was due to a customer experience issue.   
• Customer Service: Used when an instance of the “Make it right” process is used when the issue was due to a customer service issue.   
• Installation Assistance: Used when an instance of the “Make it right” process is used when the issue was due to an installation issue.   
• Retention: Used when an instance of the “Make it right” process is used when the issue was due to retention.   
• Supervisor/Manager: Used when a Team Lead, Supervisor, or Manager uses an instance of the “Make it right” process.  
• Technical Support: Used when an instance of the “Make it right” process is used when the issue was due to a technical support issue.   

 

Retention - Cancellation  

• Complaint against Rep: Used when a customer cancels their account due to a poor experience with a customer support representative.   

• Complaint against Tech: Used when a customer cancels their account due to a poor experience with HelloTech or a representative of HelloTech.   

• Financial Burden: Used when a customer cancels their account due to not being able to afford the services anymore.  

• Low/No Usage: Used when a customer cancels their account due to not using the system any longer.  

• Moved House: Used when a customer cancels their account due to moving to a non-serviceable area or just not wanting to use the system in the new home.  

• Products/Services Failed Expectations: Used when a customer cancels their account due to the system or services (SNet, COPs, etc.) not being what they expected.  

• Regret Purchase: Used when a customer cancels their account due to them regretting the purchase.  

• Switched Providers: Used when a customer cancels their account due to them going with a different security service.  

• Temporary Cancellation: Used when a customer cancels their account for a temporary amount of time and expects to reinstate services at a later date. 

 

Retention – Save

• Account Credit: Used when a customer is saved from cancellation using account credit.
• Free Equipment: Used when a customer is saved from cancellation using free equipment that was promised.  
• No Concession: Used when a customer is saved from cancellation not using any promised equipment, credit, or anything else.   
• Replaced Equipment: Used when a customer is saved from cancellation using a piece of equipment replacement.   
• TL/Supervisor Resolved: Used when a customer is saved from cancellation due to a supervisor taking the call.

 

Sales  

• 3rd Party Equipment Check: Used when a potential customer contacts us to check if their current equipment works with Cove.   
• Additional Equipment: Used when a current customer contacts us to either get help ordering additional equipment on the portal or to purchase additional equipment.   
• App Capability Questions: Used when a current customer or potential customer contacts us to ask questions or get clarification on the capability of the app including Alexa/Google Assistant.  
• Camera Capability Questions: Used when a current customer or potential customer contacts us to ask questions about our camera's capabilities.  
• Difference between Economy and Value: Used when current customers or potential customers contact us to inquire about the difference between the Value plan and the Economy plan.   
• Difference between Plus and Basic: Used when current customers or potential customers contact us to inquire about the difference between the Plus package and the Basic package.  
• Dual Panel Capability/External Sirens: Used when a current customer or potential customer contacts us to ask about the possibility of getting a dual panel or external sirens.   
• HelloTech Questions: Used when a customer contacts us about a technician or any HelloTech questions.  
• KeyFob Free Questions: Used when a current customer or potential customer contacts us to ask clarifying questions about the key remotes.  
• Price Check: Used when a current customer or potential customer contacts us to ask about the pricing for a product or package they want.   
• Promo/Discount Questions: Used when a current customer or potential customer contacts us to inquire about any new or current promotions or discounts.   
• Purchasing/Ordering Errors: Used when a potential customer contacts us to report issues that they have had while ordering equipment.  
• Self-Monitoring: Used when a current customer or potential customer contacts us to inquire about self-monitoring options.  
• Smart Home Features: Used when a current customer or potential customer contacts us to inquire about the smart home features we have to offer.   
• Thank You Program Questions: Used when a current customer or potential customer contacts us to ask clarifying questions about the “Thank You Program”.  
• Usage/Equipment Capability Questions: Used when a current customer contacts us to get clarification on whether sensors or the panel can do certain things. 

 

Supervisor/Manager  

• Billing: Used when a Team Lead, Supervisor, or Manager helps a customer with a billing issue.   
• Camera: Used when a Team Lead, Supervisor, or Manager helps a customer with an issue regarding the cameras.   
• Follow-up/Bad Experience: Used when a Team Lead, Supervisor, or Manager follows up with a customer who had a bad experience or left a poor review.    
• Kudos/Good Experience: Used when a Team Lead, Supervisor, or Manager gets kudos about themselves or an agent from a customer.   
• Panel: Used when a Team Lead, Supervisor, or Manager helps a customer with a panel issue.   
• Promo Questions: Used when a Team Lead, Supervisor, or Manager helps answer customers' questions about the “Thank You Program” or other promotions.   
• Sensors: Used when a Team Lead, Supervisor, or Manager helps a customer with a sensor issue. 
• Shipping: Used when a Team Lead, Supervisor, or Manager helps a customer with tracking a shipment or issues with a shipment. 

 

Tech Support Alula

• Alarm Panel Connection Failure: Used when a customer contacts us due to the touchpad having a connection failure to the hub. 
• Alarm Panel Frozen/Unresponsive: Used when a customer contacts us due to the touchpad being in a frozen/unresponsive state. 
• Alarm Panel Power Failure: Used when a customer contacts us due to receiving a “Power Loss” message on their touchpad. 
• Alarm Panel Setting Adjustments: Used when a current customer contacts us for help adjusting any touchpad settings.  
• Alarm Panel Swap: Used when a current customer contacts us to install a new touchpad due to a swap.  
• Equipment Physical Damage: Used when a customer contacts us to report any physical damage their equipment may have experienced. (Alula ONLY) 
• False Alarm Assistance: Used when a customer contacts us to get help regarding a false alarm issue while utilizing the Alula system.    
• Hub Cellular Communication Failure: Used when a customer contacts us due to the touchpad indicating the hub is not online via cellular.  
• Hub Internet Communication Failure: Used when a customer contacts us due to the touchpad indicating the hub is not online via the internet.  
• Hub Power Failure: Used when a customer contacts us due to receiving an “A/C Power Loss” message on their touchpad for the hub.  
• Hub Tampering: Used when a customer contacts us due to their touchpad reporting “Panel Tampering”.   
• Sensor Loss of Supervision: Used when a customer contacts us due to receiving a “Loss of supervision” message for any piece of equipment while utilizing the Alula system. 
• Sensor Low Battery: Used when a customer contacts us due to receiving a “Low Battery” message for any piece of equipment while utilizing the Alula system.

 

Tech Support Cameras

• Cloud Subscription Assistance: Used when a customer contacts us to get additional information or help on the Cloud storage for the cameras in the app.  
• Eufy Doorbell Troubleshooting: Used when a customer contacts us for any issues regarding the Eufy Doorbell camera.  
• Eufy Outdoor Camera Troubleshooting: Used when a customer contacts us for any issues regarding the Eufy Doorbell camera.  
• Indoor Camera Troubleshooting: Used when a customer contacts us with any issues with their indoor cameras.
• Kami Doorbell Camera Troubleshooting: Used when a customer contacts us for any issues regarding the Kami Doorbell camera.  
• Outdoor Camera Troubleshooting: Used when a customer contacts us for any issues regarding their 1st and 2nd outdoor generation cameras.  
• Skybell Doorbell Camera Troubleshooting: Used when a customer contacts us for any issues regarding the Skybell Doorbell camera. 

 

Tech Support

• Activating Account Manually: Used when a customer contacts us with issues installing the equipment due to a Pando error, which was able to be resolved by publishing the Pando account or skipping the installation process on the panel.   
• Alexa/Google Assistant Troubleshooting: Used when a customer contacts us for any issues regarding Google Assistant or Alexa. 
• Cove App Issues: Used when a customer contacts us for any issues regarding the Cove app.  
• Equipment Physical Damage: Used when a customer contacts us to report any physical damage their equipment may have experienced (Not including ALULA).  
• Equipment Tamper Issue: Used when a customer contacts us due to receiving a system tamper or sensor tamper issue while using the Cove Simple system.   
• False Alarm Assistance: Used when a customer contacts us to get help to fix a false alarm issue in the Cove Simple system.  
• HelloTech | Technician Call: Used when a HelloTech technician calls in for any reason.   
• Loss of Supervision: Used when a customer contacts us due to receiving a “Loss of supervision” message for any piece of equipment while using the Cove Simple system.  
• Low Battery: Used when a customer contacts us due to receiving a “Low Battery” message for any piece of equipment while using the Cove Simple system.  
• Notification Failure: Used when a customer contacts us because they have issues receiving notification for an alarm such as text, email, or call.  
• Panel Arming Issues: Used when a customer contacts us due to having issues with arming/disarming or the Cove Simple system is arming/disarming itself. 
• Panel Communication Failure: Used when a customer contacts us due to receiving a “Panel communication failure” message on the Cove Simple panel.  
• Panel Frozen/Unresponsive: Used when a customer contacts us due to the cove simple panel being in a frozen/unresponsive state.  
• Panel Power Troubleshooting: Used when a customer contacts us due to receiving an “A/C Power Loss” message on the Cove Simple panel or it is not powering up.  
• Panel Setting Adjustments: Used when a current customer contacts us for help adjusting any settings for their Cove Simple panel.  
• Panel Swap: Used when a current customer contacts us to install a new cove simple panel as well as associate it with their account.   
• Panel Tampering False Alarm: Used when a customer contacts us due to their Cove Simple panel which results in false alarms.   
• Sensor Error: Used when a customer contacts us reporting a sensor incorrectly reading when open or closed in their Cove Simple panel. 
• Sensor Not Triggering: Used when a customer contacts us reporting a sensor is no longer triggering/working. 
• Zone Issue/ Realign Zones: Used when a current customer contacts us and during troubleshooting, we are required to realign the zones for any reason. 

 

Example Note Scenario  

Alexander called in because he had canceled his father’s account 2 months ago but is still being charged. He wanted to see what was going on and change the email that is currently being used on the account.   

Examples of 4E Notes:  

CT Info:  

• Alexander Erickson
• Account Holder’s Son

Reason: CT is asking for a refund since he canceled his father's account 2 months ago but is still being charged. He wanted to change his email as well.

Resolution: Verified previous agent Max failed to cancel on June 3rd despite indicating he had canceled the account in the notes. Informed the customer of the reason for the charges and apologized for the inconvenience. Changed email from alexmart@covesmart.com to alex.cmart@covesmart.com. Canceled the account and sent a confirmation email to the new email. Submitted refund request for $49.98. Approved by TL Anna. Informed CT that he should get the refund within 7-10 business days depending on his bank. CT understood.

Additional Info:  

Follow up: N/A   

OR 

Alexander Erickson (account holder’s son) called in about an unexpected charge after he had canceled his father’s account 2 months ago. CT requested a refund for charge, and email change.   

• Verified previous agent Max failed to cancel on June 3rd  
• Informed customer and apologized for the inconvenience  
• Updated email from alexmart@covesmart.com to alex.cmart@covesmart.com
• Cancelled the account   
• Sent cancellation email to new email  
• Process refund for $49.98 to CC ending in 2320 approved by TL Anna  
• Advised timeline of 7-10 business days depending on his bank  

  

Both note formats above are different, but both are detailed, explaining all changes that were made, expectations given as well as everything else that was discussed during the call.