SOP CHANGES
what should we do, when we receive a call from someone who's been involved in an RTA (soft skill)
check that they are OK!
what's the AHT threshold/target
18:30
how many dogs do I have?
what version of the SOP are we on?
30
what's the TPD target?
78%
what trade does our Rob Foster have experience in?
plastering
do we still have to add claims on the steerage flags spreadsheet?
no! there's a new process for this as highlighted in page 172 (pls get familiar with this guys)
what's the ERAC W/T target?
97%
how has been with HD for 1 year on 19/09?
Vicky Johnstone!
one of the commercial KPI'S has had a script change - which one was it?
LEI (when customers don't have purchased legal cover)
what's the NWC target?
95%
A day on Venus lasts longer than a year, it is 243 Earth days (true or false?)
TRUE! weird hey...
NO! however, should the customer not have a mobile and/or use email, pls still do (pls be sure to check!)
name 3 actions which we must take when TPD is missing...
explain the importance
give the customer the email add to send info. to
use the contact number check/chat
A snail breathes through its foot (true or false?)
TRUE! super weird...