WORKFLOWS (WFM)
A customer wants to keep equipment longer and this requires a change in Sitestack.
What is an Extension?
When a customer is angry, you should never....
What is escalate / match energy?
If a customer does not have their SO available, what is another way of pulling up a customer's account?
What is the phone number / job address?
BigRentz calls itself this type of company.
(More specific than a rental company)
What is an Online Equipment Rental Marketplace?
This is the most common operator caused error with electric scissor lifts?
What is insufficient knowledge?
This QC code is ideal when a supplier is delivering equipment outside the agreed upon time frame.
What is Supplier: Late Delivery
This method of addressing customer issues conveys understanding and assurance of help?
A-cknowledge
E-mpathize
O-ffer Explanation
N-ext Steps
Where can you go to review all life cycle event of a customer's rental?
What is the Activity Log?
The BigRentz order lifecycle has how many steps (according to the ISO site)?
What is 8?
What is an unlevel surface?
What is a Date Change?
This spiel or phrase may be given should a customer become belligerent and use derogatory language.
Use phrase provided by QA John.
A tool used to document a customer interaction that does not require a workflow to be launched?
What is the Activity Log Notes?
This department handles all post rental needs of a customer.
Who/what is customer care?
Generally speaking, 3 degrees is the maximum rough terrain (diesel) boom lifts can operate on without triggering safety features?
What is an incline or tilt?
The customer turned away the driver upon pickup and requested an extension. You processed the extension but forgot to process the DRF. You need to launch "this" workflow.
What is Additional Charges?
This is the biggest problem pertaining to customer service within the construction / equipment rental industry.
What is communication?
Here is where you can find all open workflows, quotes, reservations, current contracts, and archived contracts pertaining to a specific job address?
What is the Jobsite Summary?
BigRentz has how many partner rental yards?
What is approximately 14,000?
This device / procedure is used when an operator is to lower a scissor lift when an operator is stuck in an elevate position.
What is the emergency release?
The amount of time you may delay opening a Service Issue workflow after receiving a service issue complaint from a customer.
What is 15min.
These skills allows you to ensure tasks are done in an efficient and timely manner.
What is prioritization and time management?
Here is where you monitor all open tasks / workflows related to customer care.
What is the Customer Care Dashboard / LCC To-Do Index.
What is the RPP? Explain briefly.
Pending Response.
This safety device sits above the control panel on boom lifts and will cease all functions if triggered?
What is the safety bar / anti-crush bar / skyguard?