Product Liability
Who is the Supervisor over Product Liability?
Elodia Bennett
Guest calls in and has had a previous case with the BEC what are the three key information you should verify?
Name, email, and phone
What are the required documents to review for reimbursement.
Proof of Ownership (POO), Proof of Payment (POP), Condition - Cause - Remedy (CCR) (Repair Order).
What is the current callback time frame for Case Management?
2 B/Ds
When is your screenshot of your MyTime card due to supervisor (Sadie/Steffi)?
At the end of the rolling two weeks at the end of your latest shift (Friday / Saturday)
How do you reach out to the PL team if a call comes in and a case already exsist?
Teams-PL Chat
For the best omotenashi experience how do we handle all Lexus sales and service cases.
Sending to the Case Management queue.
When guest is seeking reimbursement review, but has not sent in documents. Do you close the case as pending documents and select the missing documents on the bottom of the case?
No send case comment to guest advising what documents are needed for review and close case do not put pending documents.
If a guest is experiencing a Part Delay what are your next steps?
Create a Case Manager case and send to CM queue.
What is the grace period on being late for clock in or lunch?
8 Minutes.
If guest mentions they saw a fire what components qualify it to go to Product Liability.
The outbound disclosure "This call may being recorded and monitored for quality and training purposes." is this correct?
No the correct statement is "This call is being recorded and may be monitored for quality and training purposes."
Reimbursement timeline is external 2 weeks, internal 5 weeks. What time frame should we be advising to the guest?
10 Weeks
For the best omotenashi experience how do we handle all Lexus sales and service cases.
Send to the Case Management queue.
Clock in time is at 8:00 AM system issues caused you to clock in at 8:10 AM, what are you next steps?
Notify WFM and Supervisor, then document on MyTime card with incident ticket number.
Guest is following up on a Product Liability Case, what is your next step?
First reach out to PL chat to see if anyone is available to assist, if not then create a task with a due date for PL to follow up 2 B/D.
Guest is calling in advising battery is dead and seeking to get over to Roadside, is incident mileage required per the CCI reference guide?
Yes
If guest calls in over the EVGO or Cargo Mats and advise they've lost their letters can we send a copy of the letter?
Yes, please confirm VIN is on the list for qualified VINS and then reach out to Reimbursement Team for a copy of the letter.(You must fill in the guest information)
Guest calls in and wants to speak to their case manager over their lemon law / buyback case. Should we reach out to Dispute Resolution Analyst directly?
No, we set a call back for the Case Manager case.
What happens if you take time off and don't have the balance to cover?
Per the attendance policy you can be given a verbal warning, verbal written warning, final written warning which can lead up to termination and can affect bonuses and movement.
Guest states they've been in a accident due to an open recall, guest seeking compensation. What is your next step?
Create a Product Liability case, fill out PL form
Guest is requesting an escalation to Supervisor / Manager, what is your first option to offer?
A warm / direct transfer to the Resolution Team.
Guest calls in and states they've submitted all reimbursement documents 7 weeks ago, can you reach out to the reimbursement team?
No we have to advise we have to wait the full 10 weeks to pass in order to check in for an update.
Guest is seeking an escalation on a Case Manager case, and you see that a CM Supervisor has already spoken to the guest. What is the correct process.
Your MyTime card shows went to lunch at 11:54 AM, but your availability dashboard shows 11:55 AM is correction needed?
Yes