Pop Quiz
What is the proper hold Procedure
Request permission to place on hold
Apologize for the wait
thank the customer for holding
I don't have a company but I need service in my sprinter.
1. Customer will sign a form at dealership
2. Dealers will email form to our MPRO support team
3. It will take up to 7 days for Navigation System and other MBUX services to be activated.
I need to go to my Weed Doctor can you give me directions?
The POI you have requested is out of my scope of support?
26U
Remote Start
True or False
Assist services include -Maintenance management
Telediagnostics -Accident recovery
Breakdown management -Remote vehicle diagnostics - & Software updates
TRUE
I just activated my services and the app will not work
check mmcr, advise the customer to drive for 30 min. and allow up to 48 hours for the services to activate.
Can a Concierge agent make a payment on my cell phone bill? If yes how do you do it, If no why not?
Yes as long as you pause monitoring on Verint and get the customers information.
Right click on the Verint Icon and select pause monitoring. Remember to resume monitoring when you are done.
Maintenance Management
https://www.youtube.com/watch?v=Q-8h-m4ASjw
Daily Double
What is the exact date that Mercedes started putting the me-connect service in vehicles
July 23rd, 2018
What type of call is this and how do you handle this?
"I _ hate Mercedes, This app is a _ _ _."
"Are you Stupid?"
1- Ignore it the first time
2- I really want to help you. if that language stops then I'll be able to help"
3- If that language continues I will have to disconnect the call."
YES OR NO
My phone died and I was on an important call can you connect me?
YES!!!
12U + 531/365
Concierge
**if you only have 12U, the service can be purchased at a later date.)
What is Car-to-X communication?
Car-to-Car and Car-to-Infrastructure Communication Mercedes-Benz Car-to-X communication is essentially the vehicle speaking to other vehicles on the road, as well as traffic infrastructures such as traffic lights, through radio frequencies.
What are the four options the customer has?
I locked my keys in the car and my app isn't working!
1- Clear the data history Uninstall and reinstall the app.
2- Use the portal to unlock the car.
3-Call for Spare key.
4- Roadside.
I am in Jamaica and need to book a flight to Wuhan China tomorrow can you make this happen for me its an emergency.
Unfortunately Wuhan, China has closed all of its borders due to the corona virus outbreak there is not transportation in or out of this area at this time can I look at another destination for you?
05U /or /11U/ or /08U
Remote Door Lock
What are codes 367 and 531 for
367 = Live Traffic Information
531 = Command Online
I'm sitting in the car and the remote start will not work what's wrong with this?
You must be outside of the car with the doors locked to remote start the vehicle
How much is the worlds most expensive burger?
According to Google, The world's most expensive burger costs a whopping $5,000 and features wagyu beef, seared foie gras, and black truffle shavings.
09U/05U/11U or EY4 (Van)
Parked Vehicle Locator