Where would you look for this
If you need to determine whether a case should be assigned to a case management group for further escalation, what article would you reference?
Case Management Reference Guide
What does EAAA stand for?
Empathy, Appreciation, Acknowledgement, Apology
BEC General Manager name and last name
Carrie McNamara
"Other" or "miscellaneous" coding requires Sup approval, True or False
TRUE
When trying to confirm what coding category you should use, where should you look?
Coding Reference Guide
If a BEA/CM answers the guest's questions but fails to acknowledge their concern, the response can still meet all QA expectations?
False
What is the current Donation Drive that COC has?
Pet Supply
We code for voice of the guest and what we educated on, True or False
FALSE
When you receive a telematics call and you're trying to confirm look up vehicle capabilities and subscriptions, look where?
CTP
What category would offering the guest "self help options" fall under on QA def doc?
Education
When did we celebrate the BEC's 6th year?
7/8
What type of coding should be used when guests request their contact info to be updated in GEP?
Inquiry/Request>Customer Profile Update
If you need to determine the difference between Lexus sales and service concerns and how they should be handled, where would you look?
Handle a Lexus Sales or Service Concern
What category focuses on building trust and promoting brand loyalty with the guest?
Advocacy
What are the new changes to ToyotaCare?
Now covers normal factory scheduled maintenance for 1 year or 10,000 miles (whichever comes first)
Guest is complaining that oil changes are recommended every 10k from the manufacturer, Coding should be?
Complaint>Maintenance>Maintenance Schedule
Guest asks for info about different range estimate options for a 2026 BZ, where should you look?
Name the Key Dimensions
Issue Identification, Advocacy, Knowledge, Education, Communication, Interaction Management
What vehicle is returning to Toyota?
CHR
When should Referrals coding be used?
When referring a guest outside the BEC