Slack Etiquette
What are 3 Slack DONT'S?
Write anything you wouldn't say aloud.
Write something you want to remain private.
Get distracted or be distracting.
Use slang words.
TRUE OR FALSE:
The mute button on Avaya can be utilized the same as the hold button?
FLASE:
You can use the mute button when sneezing/coughing/taking a drink- but anymore than that ask the mbr if you can put them on hold.
What are 3 responsibilities you have as a call receiver when it comes to status calls?
Take all Status Calls
Review all call comments
Identify Status Code
Relay appropriate scripting
Document what the Member was advised
When applicable communicate updated information in the Slack Channel
What is CDX used for?
Communication between our club and the affiliate club’s systems/ We use it to validate an affiliate mbr in our area
How many days is AAA's grace period for a mbr to renew their mbrship?
90 days
TRUE OR FALSE:
All slack conversations are private and it is encouraged to use Slack like you would your personal cell phone.
FALSE:
Never write anything you wouldn’t say aloud. Privacy isn’t guaranteed on chat. Remember that work chat is not the same as texting on your personal cell phone or talking at happy hour. So keep it professional.
TRUE OR FLASE:
When calling the Interrupter line you can cold xfer the mbr to them.
FALSE:
You will always CONFRENCE the mbr and Language line rep together- so the interrupter can work with you to deliver the information to the mbr
When will you see an ETA in the status bar- opposed to a PTA?
When the driver is ER
Where can the CDX look up tool be found?
Protocol tool
TRUE OR FALSE:
When Killing a call it is okay to leave the notes blank because you and the mbr know what went on.
FLASE:
NEVER KI or CA a call without notes
What Slack channel will you be using to ask majority of the questions while in nesting?
#Cr-nesting
When is ACW used and for what purpose?
ACW is used when performing work relating to the call just completed/ such as documentation
When mbr is calling for a status updates- what 2 things do you ALWAYS need to verify
Phone number and BDL
When locating an affiliate mbr's active call in 005- how will you find the current call without a call #?
D3>search calls> mbrship #/last and first name>search
TRUE OR FALSE:
Any popups you see in D3 are not important you should dismiss them?
FALSE:
Any and all Popup's on D3 obtain important into- take a moment to quickly read over the information and avd the mbr of what the popup is advising.
What are Slack DO'S?
Remember the human behind the chat.
Be mindful of other people's communication preferences.
Be prompt with replies.
Be mindful of spelling, formatting, and other mechanics.
End chat’s appropriately.
TRUE OR FALSE:
When shutting down Avaya at the end of your shift- you SHOULD always use the drop down and the select QUIT?
TRUE OR FLASE:
You use the same call flow for starting a new call when you hear the "GET STATUS"?
FALSE-
There is a slightly different call flow that is located on the status call PPT.
If a 004 mbrship is showing 'C' you are going to:
A) Bypass the 'C' CDX and submit the call
B)Cold xfer the back mbr to their home club to discuss
C) Warm xfer the mbr to their home club to discuss
B: Cold xfer the back mbr to their home club to discuss
What are 3 hints you can verify with the mbr when they have a password on their account?
Previous vehicles we have serviced
Last service call
Previous addresses we have provided service at
What goes into the #msc-life-threatening chat??
P2- BT/Meds in veh- P1- heartbeat in veh
What is a WARM xfer and what is COLD xfer?
WARM= Placing the mbr on hold- talking privately to the party you are dialing and conferencing the mbr using the (+)- to join together- you, the mbr, and the 3rd party.
COLD= Dialing the 3rd party number and quickly sending the mbr to that party with NO INTRODUNCTION.
When there are no codes in the notes- what is best practice to verify?
Projected Time of Arrival (PTA)
Estimated Time of Arrival (ETA)
Call Status
Special Equipment Requested
Total Tow Distance
Notes
Code Scripting
TRUE OR FALSE:
When in 005 footprint affiliate mbrs will abide by 005 policy and procedure?
TRUE:
Affiliate members will be covered under our footprint policy and procedure, and if there are additional expenses they can submit for reimbursement consideration through their home club.
If a mbr is calling to let you know they got the veh going (gig) and no longer need service, are you going to KILL the call or CANCEL the call?
CA- cancel