Call Flow Related
Name the 5 call flow steps and what they mean?
Listen, Acknowledge, Reiterate, Gather, Enact.
What tab allows us to ensure that the VIN we are working with is officially registered and aligned to the customer?
Vehicles
What is the primary source for our informational documents; our "Library"
GM Answers
What is a BAC?
Dealership specific code
6 digits
Business Associate Code
What department deals with radio restarts?
ICS- Infotainment
What pieces of contact info are business critical- which means we MUST obtain them every call?
First , Last name
Phone # (best, or 2 diff)
Address (full, city state zip )
At the very end of our Comments section in Siebel, what do we close with?
Tag the activity
Name/ATX/CAC Tier 2
Where do we go to find specific information about the functions and operation of any specific vehicle in one of our lineups?
Owners Manual
What does UCC stand for?
Universal Component Code
What are GM's Core Values?
Customers, Excellence, & Relationships
Customers
• We put the customer at the center of everything we do.
• We listen intently to our customer’s needs
• Each interaction matters.
• Safety and quality are foundational commitments, never
compromised.
Relationships
• Our success depends on our relationships inside and
outside the company.
• We encourage diverse thinking and collaboration from the
world to create great customer experiences.
Excellence
• We act with integrity.
• We are driven by ingenuity and innovation.
• We have the courage to do and say what’s difficult.
• Each of us takes accountability for results and has the
tenacity to win.
What 3 things needs to be in every proper closing before we disconnect the call?
offer additional assistance
brand the call again
invite them to call us back if they have any further questions.
What is the limit to the number of SR's a given contact can have?
no limit
Where do we go to see the Recalls on any given vehicle?
Global Warranty Management
What does RFI stand for?
And what does CAC stand for?
Request for Information
Customer Assistance Center
Name 3 discontinued GM brands with no errors?
Pontiac, Staurn, Oldsmobile, Hummer, Saab, etc.
Is it ever OK for an agent to tell a customer.. " Let me go ask a supervisor "?
NO- that's called "giving up empowerment"- we never do this- we never say anything to the customer thatt indicates there is a better knowledge source outside of us.
What is the limit to the number or Activities that a single SR about a single issue can contain?
no limit
What resource might we access to see what repairs have been performed on a vehicle and when?
GWM IVH
What does PRT stand for?
Product Research Team
What is NHTSA?
National Highway Traffic Safety Administration
What would an RFI Recall require us to do and/or tell the customer?
We would advise the customer on the full details of their given recall.
make a case, get them to a dealer. etc
What do we enter in the UCC field of the SR?
The Code for the specific issue or component
What resource might we access to see where we are at in terms of the advancement of a case?
SR- Siebel- and another resource we will learn later- FLOWCHART
but yes, Siebel.
Whats does PAC/ESIS stand for/mean in the case of ESIS?
Product Assistance Claims- Central Claims
SS2779
PP443
Provide for the class, and myself, a proper opening and a proper closing.
two hints available
Proper Opening- requires that you introduce yourself and the BU, brand the call, and gather initial info from the customer (first last name)
Proper Closing- requires that you offer additional assistance- re-brand- thank them for calling, and invite them to call us back at any time if they have any further questions.