DRAFT Flashcard Ideas for Wx Mgmt Training 9/15/2015

What did What was the Topic Alternative Communication said customer I N S P E hear? Own The Problem You are an auditor and I can’t help receive a you, it may Their request You said you’re looking for information on the energy audit for 100 Main Street in request for be someone is not Anytown, is that correct? Based on our records John Smith performed the audit on the information else in our important home. John is not in right now but I will document your request and send it to John in an from a office, but and they are e-mail. Would that meet your needs? If you do not hear from John within 2 days please customer. I’m really not on their own call this number and ask for me. You did not sure perform the audit on this home Against our Policy You receive The agency a customer doesn’t listen request Sorry that’s or care about installation not allowed my concerns; I understand why you think x may improve your efficiency and I’m glad to hear you are of a measure because the they think I concerned about the efficiency of your home. We are too. The work we perform in the without an measure is don’t weatherization program must produce a cost savings for you. Based on the best SIR; they does not understand information we have available, it is not cost effective for our program to install x. thought it have an SIR. the problems might in my own improve home their efficiency

Fix it and I don’t have Nothing! The move on time to talk subcontracto A to the r thinks his subcontracto subcontracto performance When a problem is solved it’s essential the customer is informed in some manner. Even r submitted a r about this; I is minor problems can snowball into major issues in the absence of communication. job invoice just need to acceptable. DRAFT Flashcard Ideas for Wx Mgmt Training 9/15/2015 and there was an obvious data fix the entry error. problem. You correct (Internal the error and conversation submit it to ) your financial office for payment. Not My Problem A propane customer That is the calls utility’s call, I They don’t We are working together on your issue, so far we have completed and are requesting don’t have talk to each working . I’ll check on the progress and follow up with you on the projected an update on that other. timeframe by (date). when a information. proposed natural gas line will be available to her home. Service Disruptions Multiple subcontracto r visits are That’s a interfering contractor The agency with a issue. They doesn’t care customer’s are very busy about my I have shared with our contractors how the service interruptions are negatively in-home and don’t business, is impacting your business and home. We are working together to schedule multiple crews daycare have a lot of not on the same day to minimize disruptions to you. I will provide you updates on a regular service; the flexibility in collaborative basis until the work is completed. customer their to solving contacts you schedules. problems and requests an update to when the work will be completed DRAFT Flashcard Ideas for Wx Mgmt Training 9/15/2015 Priority You are on a A natural gas Avoid meeting their frustration with equal passion, calmly state you understand their wait list and customer in request, have reviewed the issue, and should be able to provide a status update by we have a rural area . How would you prefer I contact you? other I am not calls with customers important frustration that are their home is higher not yet priority weatherized Gotta have You need to I’m going to ask you a few questions to determine if you might be eligible for our an complete an program. When we’re finished I will provide you with a phone number to call to Application application The agency complete a program application. A customer before I can won’t help calls you on help you. me. the phone Call the 800 requesting number. assistance You’re Over Income A customer Sorry, there’s calls you on The agency nothing we Your household does not meet the eligibility requirements for our program. I am aware the phone doesn’t listen can do, you of other programs that may be available to assist. Could you provide more details about requesting to or care are not what type of service you are looking for, and I will do my best to refer you to an assistance. about my eligible for organization that might be able to help. The concerns. household is our program. at 62% SMI and does not qualify.