Intake
This is how many pieces of information need to be confirmed when verifying an account.
What is two?
This is the order in which we pick up calls to dispatch.
What is top to bottom?
AL-5 is an example of this type of highway.
What is a state highway?
This is how we proceed during Intake when the Account Notes are blank.
What is follow the script and ask the caller?
Dispatch approved to expand search radius to 100 miles.
This is missing from the above notation.
What is the dispatcher's name?
We never set up a ticket for these two types of service.
What are tows and lock-outs?
True or False: When dispatching a Preferred Fleet Account, we provide the technician with the P and first 4 digits.
False
(P and all numbers, minus the dash)
These types of interstates run South to North.
What are odd numbered interstates?
Steer-Endurance LHS
Drive-Endurance LHD
Trailer-Endurance LHT
For this account, the requested product for the Left Rear Outside (LRO) drive tire is ___________.
What is Endurance LHD?
Team Lead Channel advised to call dispatch for approval to expand to all Goodyear Dealers.
This is missing from the above notation.
What is the name of the person in the Team Lead Channel that gave the advisement?
We reach out to the Team Leads when we are unable to locate an account after _____ attempts.
What is three?
When considering The Basics, this is unique to a Local Book Account.
What is confirming the company has an account with the shop?
We cannot see these on the map.
What are mile markers?
When dispatching using a Canadian Goodyear National Account, or Nonsig, we advise the technician the account type is __________.
What is a Goodyear National Account?
This should not be notated when dispatching Cash/Credit Card/Comm Check calls.
What is pricing?
In addition to huddling the caller with the shop for pricing, this should be notated when setting up service for a Cash/Credit Card/Comm Check call.
What is the payment method and who is paying?
(Also accepted - If the credit card is on site and a matching ID)
This is the maximum Estimated Billable time we may accept without approval.
What is any?
The exits on interstates, in most states, match these.
What are mile markers?
The Preferred Fleet Account notes are found here.
What is printed in the Billing Info section?
(Labeled as Fleet Notes, printed on the screen)
Driver/Kelly advised in the Huddle that the unit is against the fence, across from door 15, in the southwest corner of the yard. Driver/Kelly advised the unit is white with a red logo on the door.
Referencing the above information, these are the details that should be left in the comment section of the service ticket.
What is all?
This is the only line that must be commercial tire service. We may set up for passenger tires on the other lines.
What is FHQ/Goodyear Fleet HQ?
This is what we enter as the Estimated Billable time when the shop does not have/provide Estimated Billable.
What is 2 hours?
When the breakdown location is a yard or physical address, in addition to the address we should be asking for this.
What is the name of the location?
These may be found in the Account Notes in addition to PO instructions, tire preferences, and what to do with the off tire.
What are pre-approval requirements/instructions?
Driver/Bob is angry and cursing. He just hung up on you. This is the notation that should be left in the service ticket.
What is Driver/Bob disconnected, calling driver/Bob back?