Call Flow Path The secret to succeeding in this job is to READ, REVIEW, AND USE RelianceNet with every

call. Here are a few tips:

1- After you have opened the call, and offered assistance, listen carefully to the customer and understand the reason for the call. Then right away reassure the customer by saying: I can certainly help you with that. 2- Complete the Verification process (Name, Address with the Postal Code, Phone number, and email address) 3- Check Billing Information Summary to make sure that the account is NOT DELINQUENT. (Not required if it is a Call Back) 4- Check the coverage under Customer Services tab to understand what type of coverage do they have (Rental WH, Rental HVAC, CPP) 5- Check the Eligible Services tab, to understand if your customer is qualified for CPP and/or COD. 6- Always Always Always complete the Probing Question before you click on Book SWO. If a SWO is required, get the Equipment and the Problem ID (Problem Code) from the Probing Questions. 7- When booking SWO with ACCOUNT HOLDER, offer Appointment Booking Confirmation (ABC): E.g. Mr Smith would you like to receive an appointment confirmation and reminder emails and text messages pertaining to this appointment? 8- Use the appropriate MFS document to complete the process without missing any step. 9- CHECK REGULAR CAPACITY FIRST. 10- Remember: Reliance Technician will call the customer when ENROUTE. Contractor will call within (based on protocol) TO BOOK AN APPOINTMENT directly with the customer. 11- Remember: IS THIS THE BEST TELEPHONE NUMBER TO REACH YOU AT? 12- Remember: PLEASE ENSURE THAT THE EQUIPMENT IS FREE FROM OBESTRUCTIONS ( A CLEAR PATH TO THE EQUIPMENT) before the technician arrives. 13- Remember: SWO BOOKED TO A CONTRACTOR, CLICK FAX TO AGENT. 14- If you have exhausted all of your resource and still need help, post in chat using the appropriate format (Prem Code, Customers name, your specific questions) 15- Always Always Always add notes to CSR notes , and to Tech Notes if required. 16- Offer Paperless if applicable 17- Offer CPP if qualified call. Objections handling is in the Rebuttal Document. Read the Full Verification Script before adding a CPP. 18- Offer Further Assistance: Is there anything else I can help you with today? Have I answered all your questions today? 19- Close properly: Mr./Ms. customer, thank you for choosing Reliance and have a great day.