Can we talk?
After each customer contact for ongoing cases, what two elements should be created and/or updated in One CRM?
What is SOCC and assessment
If a customer is needing an update on an ETA or warranty information, this should be the advisors first step.
What is call the dealership.
Customer has some dissatisfaction with their current vehicle and states they wish to purchase a new vehicle. What goodwill tool could you offer?
What is an OLC.
Defined as identification with emotions, thoughts, or situations, this is one of the key elements of customer relationship building.
What is empathy?
When discussing goodwill, policies, or loaner availability with the dealer, this team must be communicated with your direct question for approval before sending.
What is the RSA?
Pre-repair, customer is asking if we can offer any type of assistance with the cost, . They have a quote, clear diagnosis, and estimated cost. You have ran the PET, GM assistance is recommended, and you have confirmed repair would have been covered if still within the applicable warranty. What would you offer?
What is My GM Rewards
When a customer is asking for no contact, this is the person who we contact for approval before agreeing to that with the customer.
Who is Dusti Cash
You have communicated twice to a dealer and they have not responded. This person can help you with communication with an unresponsive dealer?
Who is the RFL?
Post repair, customer is unhappy with out of warranty repair cost and you have confirmed repair would have been covered if still within the applicable warranty. You have run the PET and GM assistance is recommended. What would you offer?
What is reimbursement per PET?
Your 2 day follow up lands on a day you do not work, you schedule it for this instead.
Next working day.
The dealer has confirmed that our customer was not offered any goodwill assistance, what is your next step?
Submit for Goodwill
Customer is upset they had a repair taking 20+ days, they were not provided with a loaner, and did not rent a vehicle. Customer states they make payments to GM Financial. What could we offer for this concern?
What is Rewards points (Customer can use towards GM financial payment)
Your customer, is not happy with how their case is handled and is frustrated that the answers are not what they are looking for and asks to talk to a manager immediately. What is an advisors next step.
Attempt to deescalate customer and/or offer TL callback
Your customer has requested a repurchase of the vehicle, what should not be discussed with the dealer when collaborating?
What is repurchase.
Customer has had multiple repairs, across 4 or more different vehicle systems, and is concerned about about having future repairs needs after warrant expiration as they are MORE than a year into their manufacturer warranty. What could we look into to assist with this concern?
What is a Comprehensive CCL