Mapping
If the driver is unsure of their location we can ask their permission to use this feature.
What is PING?
(If you cannot locate a driver after one minute, you must ask to PING. If you cannot locate a driver after three minutes, you must reach out to the Team Lead Channel for assistance.)
This is how we proceed, during Intake, when the account notes are blank.
What is follow the script and ask the caller?
These are the three unit types you may choose from/enter.
This is the name of the section that contains Reference, PO, and Work Order numbers.
What is Documents?
This is how many pieces of information need to be confirmed when verifying an account.
What is two?
(Company name and account number -- OR -- Company name and city and state)
These types of interstates run South to North.
What are odd?
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?
We never use the term “Blowout”. Instead, we say this.
What is "Run To Destruction"?
We reach out to the Team Leads when we are unable to locate an account after this many attempts.
What is three?
True or False: For Preferred Fleet Accounts, multiple customers may pull up when you enter the “P” and 4 digits provided by the caller.
What is True?
AL-5 is an example of this type of highway.
What is a state highway?
Goodyear National Account Notes are found here.
What is the grey National Account Notes button on the Contact/Account page?
(Also acceptable - The blue account number on any other page)
When looking at tread designs, “G” and “H” stand for these.
What are 14 ply and 16 ply?
(G=14 ply and H=16 ply)
True or False: The dispatcher is unsure of the Location Code. The Teams Leads help you find the correct Location Code. You are able to, and should, provide the Location Code to the dispatcher so they have it for future use.
What is False?
(We NEVER provide ANY billing information to anyone but the tech/shop. This includes the company name, account number, billing address, billing city and state, and the Location Code.)
The account type you enter may be any of the following: Goodyear National, Preferred Fleet, Local Book, GCTSC, or this.
What are Other National Accounts?
(Or Foreign Brand National Accounts)
[Michelin, Bridgestone, Yokohama, Continental]
The exits on interstates, in most states, match these. These do not show up on the map.
What are mile markers?
Preferred Fleet and GCTSC Account Notes are found here.
What is printed on the screen?
(Below the Documents section on the Contact/Account page, and under the Billing Info section on any other page)
On the Unit/Repairs page, we will always ask and notate this.
What is if there is any rim damage?
We never set up a ticket for these two types of service.
What are tows and lock outs?
Some customers have these. The script does not advise you to ask for these; however, you will not be able to proceed until it is entered if one is required.
What are Location Codes?
When the breakdown location is a yard or physical address, in addition to the address we should be asking for this.
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?
True or False: You can set a 245/70R17 steer tire as Repair.
What is True?
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 / Fleet HQ?
The payment method options are Account Credit, Cash, Credit Card, Comm Check, and this.
What is Unverified Credit?