Client Courtesy Credits

Providing Exceptional Support by Driving First Call Resolution

Team Members are permitted to provide our customers a one-time courtesy credit of up to $35 as a means to provide exceptional customer service through first call resolution and maintaining our client relationships. Anything requested over that amount can be escalated to a lead or supervisor.

IMPORTANT NOTE: We cannot provide any courtesy credits for West Virginia per state regulations.

Important Note: We should not be providing any credits for specific fees that the client has not yet paid for/been assessed (the service centers may not always charge a missed appointment/reset given the circumstances). Let the client know they can contact us back if they are charged, and we can review the account at that time.

Scenarios when a credit can be granted…..

The following are scenarios we can provide a one-time courtesy credit to a client (these are not limited to the below scenarios as other circumstances may apply):

• Missed Appointment Fees (Credits-MAF-Invoices-Auto Chat)
• Opted out of Loss Protection Plan
• Provide Courtesy for inconvenience caused by company error/miscommunication, service center being closed, etc.

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Coupon Credit Parameters

Start low for those complaints regarding an inconvenience: $25 credit to use towards your next service, $10, $15, $20…. $35�

Use your best judgement - what if this was your company? We do not want to give away the entire bank on the first attempt if it’s not necessary. Remember to keep two very important perspectives in mind - the customer relationship (duration of the client’s program..), and the business overall. This is your company also - we trust your decision will benefit both aspects.

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Coupon Credit Parameters

Make sure we educate the client going forward on how to avoid future fees - VERY IMPORTANT.�

• Advise the client to call into the customer support contact center 24 hours prior to their appointment to cancel or reschedule.
• Empathize, but explain our service centers lose business when we cancel an appointment last minute as opposed to scheduling another client in need.
• State we do not know what caused the client to lock out, but we can advise on what can cause a lockout scenario going forward
• A missed test (leaving the vehicle running unattended..)
• Eating/drinking anything with trace amounts of alcohol (remember yeast has alcohol in it),
• Products like hand sanitizer, windshield washer fluid, etc..,
• Low/depleted battery (9 times out of 10 the client will remember doing something that caused the early recall).
• If there is truly something not working correctly with the device our certified technician will be able to identify the issue upon inspection and we will absolutely correct that for our client. However, if the device registered a violation or any of the above, the client would need to follow up with their monitoring authority as to what was registered.

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Coupon Credit Parameters

• Empathize - yes, we show our clients a training video when they install the device but learning how to live with an interlock device is not easy! Think of all the routine habits you do day in and day out when driving your vehicle, and how some daily habits may be hard to remember to change.�
• Notate, Notate, Notate….Make sure you log the conversation you had with the client. Your notes should capture that you spoke to and educated the client of how to avoid certain scenarios going forward, that you advised the client that this is a one-time courtesy, going forward there will be a charge, and that today’s conversation is being notate on their file. This will help to prevent future requests.

Did You Know…..….

�The majority of resets occur in the second through fourth week after the client has our ignition interlock installed in their vehicle. Did you know that we actually have a minimal error rate with our devices? ��We did the research and ran the numbers, and the results tell us that our devices are doing exactly what they should be doing. The area of opportunity we have is making sure we do a better job educating our customers on how to use the device and live with an ignition interlock in their vehicle. The first week after our customers install, there is probably some anxiety and fear towards driving their vehicles with the interlock device - and this makes sense. HAVING AN INTERLOCK DEVICE CAN BE SCARY, EMBARRASSING, AND TAKES SOME ADJUSTMENT AND GETTING COMFORTABLE WITH. �

Many customers may also still be working on getting their restricted licenses approved. By week two, three, and four - our customers are starting to test out driving with the ignition interlock. Think of how important it is that we get from point A to point B every day, picking up our kids, going to our jobs, running errands, and making doctor appointments. Our customers’ lives go on, and it’s important that we help them stay on the road with confidence and ease. Our customers rely on us to educate them and be honest, upfront about what to expect throughout the duration of their program. Our devices must pick up on all and any traces of alcohol for them to do their job of keeping people on the road safely and maintaining compliance with our state specific mandated programs. The only thing that will keep us as leaders in the ignition interlock industry is the true caring support, we provide our customers while completing these programs, the confidence we have in our product, along with the knowledge and expertise that we provide. Together, we are saving lives, and making roads safer - that in itself speaks volumes to what we do every single day here at LMG Holdings.

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Reset Fee Refund

Reset fees should NEVER be refunded.

The only time a reset should be refunded is if it is deemed a device issue after the client has been serviced at the location and the client has paid for the service. Clients file notes must be reviewed to determine if there was a device issue.

If client goes in for a reset due to a violation being recorded (ex. fails, refusals, tampering, disconnect, etc.) we are NEVER to refund for the reset. Agents must EDUCATE client in order to avoid any further violations in the future.�

Balances on Account

All services must be paid at the time of service no balances should be left on the client's account.

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We should not be providing any credits for specific fees that the client has not yet paid for/ been assessed. Let the client know they can contact us back if they are charged, and we can investigate/review the situation then.

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Tow Reimbursements

If a client is requesting a credit for a tow, they must send in their tow receipt to our CSG department to review if a credit is possible.

Advise the client to fax or email to:

CSG Fax: 844-663-9931

CSG Email: client.services@scramsystems.com

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Time Frame: 7- 10 Business Days

Invoice Adjustments

If you encounter an account that displays a double charge or needing and invoice adjustment.

Agent will send a UTR ticket to CSG with a detailed explanation of what needs to be adjusted on the clients account. 

Unused Days

Generally, we do NOT reimburse for unused days. It is the client's responsibility to determine when they are eligible to remove. We also do not credit unused days towards the removal fee.

To determine if a state refunds for unused days agents will review the De-install Notes in the SOP. If there is no mention of refunding for unused day, we do not issue one at all.

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If the SOP states we do, after the client has been removed, they will contact us.  The agent will send a UTR over to CSG – Genera Request for the credit request unless other process is stated in the SOP under De-install notes. 

Payment Plans

If a client is past due and would like to settle their balance in a payment plan.  Agent can transfer the call to ART or submit a Payment Plan ticket. 

***Missed appointments should NOT be credited if the client has not been billed. ***

Agents should ONLY refund a missed appointment if there was:

• An error on LMG’s side
• Examples: - Location was closed after client drove to service center, power/internet was down, etc. (investigation is required). Detailed notation is required.
• Emergency/Death or related scenarios
• Requires validating documents to be reviewed for MAF to be waived. Client must send agent documentation – Agent is responsible to follow up after documentation is received. Detailed notation is required.

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• After Agent has verified the reason and that the charge has been assessed to the account. Agent can request for a credit of Missed Appointment in Team Chat.
• Support lead will go in to determine approval and apply the credit to the account.

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How to Provide a PLUS Courtesy Coupon Credit for MAF

Under Add Payment, select Coupon from the dropdown, enter amount (xx.xx format), then click Add Payment. Note the reason for the courtesy credit in the Note Box (i.e., one time courtesy due to service center being closed..) Then select Save Invoice to save the credit to the account.

How to Provide a Guardian (M9 only) Courtesy Coupon Credit

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• Look for the balance box on the left top side under the client’s profile picture
• Click where it says edit
• Negative balances are a credit to the account (-25.00)
• You will need to add the credit as a negative
• If there is a positive balance showing you will need to deduct the credit amount
• I.e., balance currently shows as 200 (that means the client owes $200 on the account), if you are providing a $50 credit - you will update the balance amount to show 150.00. If the current balance shows as $0 (like the screen below), you will enter -50.00.

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Tips to navigate certain call scenarios..

• Stay away from agreeing with the customer that our devices are the issue - we have a very low error rate, so chances are our interlock devices are functioning correctly and doing their job. �
• Stay away from verbiage such as: “Faulty Device”, and “Malfunctioning” - there is no way to confirm what is truly occurring until one of our certified technicians can inspect the event logs, device itself, and the customer’s vehicle in order to determine what is liable for the issue the customer is experiencing. �
• Be confident in our product! We are leaders in the industry and our products consist of top-of-the-line technology. There is a way to be gracefully empathetic while standing behind our Brand.�
• Education is key...providing our customers with information is the best way we can help them get through their interlock programs successfully. You are the knowledge experts, and you know what is needed to successfully drive with an ignition interlock device.

Reading Invoices

Invoices

• Anytime an agent is quoting a client or collecting a payment be sure to review SOP, client log notes, past appointments, service date, and account history, etc. Also, make sure to troubleshoot with client and ask what their device is displaying to help determine what fees should be collected.

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Reading a Click N Go (CNG) Invoice - When a payment is just collected the account will display that the client has a credit in the amount that was just collected. The payment that was collected will remain seen as a credit until the device has been shipped.

When a device has been shipped for a CNG client the clients next service date will change to the number of days they have paid for.

• The device that may have currently will still have the old service date until they have received the new handset that was calibrated.

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• Review client log notes, invoices, and SOP

Balance Due

• Clients account shows they have a balance due of $10.60. An amount displayed on the account without parentheses means that is an amount that the client owes.

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• Review client log notes, invoices, and SOP

How to determine where the balance due came from

View client’s invoices to determine where the balance came from. Notice the client did not have a balance previously. Client made a payment over the phone of $70.04. When clicking view on the invoice from 03/13. The agent will be able to determine why the client has a balance due of $10.60.

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After reviewing the invoice from 03/13 you will notice that not enough was collected on 03/12 initially leaving the client with a balance due of $10.60. Also, when viewing the invoice agent will be aware that the client was not charged the early service fee, leaving him to now have a balance.

• Review client log notes, invoices and SOP

Credits

• Client has a credit on account of $5.18. parentheses means there is a credit on the account. The last line in account history will display if there is a credit or a balance.

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• Review client log notes, invoices, and SOP