Abbreviations
IFO
In Front Of
#43995 for JAMES MURRELL 4290051201240714; what is the FACILITY?
Z061 BUDGET TOWING SERVICE
"My vehicle won't start, it just keeps clicking and then nothing. Can you help me?"
Yes, Jump Start
Using Connect Suite How many associates does Gregg Baker (498 Shawnee Ln, San Jose, Ca) have?
4 ( keep this mbr up)
What is a Code 4 and what is the scripting for it? How do you document once you have adv the mbr?
Definition: Need Tow Destination
Script: “Before we can render service, we will need to update your tow destination.”
CR Documentation: “Advised Code 4 - Updated Tow Destination”
Approved Auto Repair
AAR
June 4th #38794 for Victor Ernst; Did the driver render service to this veh? If So, what service?
No, it was CA- but it was a tow
"I am a classic member and my starter broke, can you tow me 20 miles to the dealership?"
Yes, advise member of out of pocket cost for additional miles.
Using the same mbr what is the date of the last payment they made and the payment ID?
04/27/2021 - #38421383
What code advises of Delay + ETA?
Code 1
PIBOP
Phone In By Other Party
What is the date of John Smith 4290050000073219 last service request?
12.19.2020
"I am Plus member and I got a nail stuck in my tire can you please patch it for me since I dont have a spare."
No, but we can tow to tire repair shop
4290051029610114 Lois Ambrose, what alerts are on this mbrs account? ( Do not click- just hover over to see what the alerts are!)
Insurance Policy Expiring, Insurance Policy balance due, 3 notes, branch address, Auto policy active, Sprint mbr, and homeowners policy actve
During what code is it the call receiver responsibility to CA the call?
Code 8
Out Of Pocket
OOP
4290051071529717, Shirley Ideker- Who called in this req for this mbr?
Passer by- Larry
"I am a premier member and my friend wants to buy my vehicle. I need my vehicle towed 50 miles to their house." ( Don't overthink)
No, we do not do convenience or relocation tows.
What are 3 situations to use CS?
Search for MWG Members including associates, Search for Affiliate Members including associates, Search using insurance policy #’s, Verify Payment, Verify Status - Active, Pending, Canceled, and Verify transferred membership numbers (Previous Homeclub Membership)
What are 3 things we need to verify when there is no Status Code showing in the call?
(click on question for answer)
Projected Time of Arrival (PTA), Estimated Time of Arrival (ETA), Call Status, Special Equipment Requested, Total Tow Distance, Notes, and Code Scripting
Roadside assistance Program
RAP
For Caleb Martinez 4290050069508519- what is his OPD and is it still under warranty?
11/26/2018 and yes
"Help my baby is locked in my vehicle, but I am not a member can you still help me?
Yes, use manual entry: 301, Baby in
Where is the best and most faithful place to access Connect Suite?
Bookmarks> manager bookmarks>AAA club> CS
What are 3 words to avoid when setting the mbrs expectations?
Sooner, Within, or less than