Guest Authentication
What is resource can be used to authenticate the guest?
What is CCI Job Aid?
Name all 6 key dimensions....
What is Issue Identification, advocacy, knowledge, education, communication, Interaction management?
How many phone compliances are there?
What is 9 phone compliances?
What 3 pieces of contact info should be validated to authenticate a guest's profile?
What is First/last name, Phone Number, and Email address?
If a guest is holding, how often should you check in with the guest?
Every 2 mins
Name a reason your call can be scored as NOT compliant...
What is Failure to create documented case/activity/quick case?
A guest calls in and states " Why isn't my engine starting when I use Toyota Remote Connect?". what information should you verfiy...
What is Name, Phone, Email, VIN, Recall, Dealer, Mileage, Validate VIN
What are the 4 key performance Indicators?
What is exceeds, meets, need improvment, and non evident.
When should you do a follow up with a guest?
What is If a call drops, the person receiving the call should call guest back.
If a guest has contacted BEC within 90 days, what information do you verify?
What is no need to verify?
What does it mean Advocacy mean?
To take complete ownership by gaining the guest's trust through using "Can Do" statements, proactively identifying ALL options in order to reach a mutually beneficial solution.
When creating a new profile in GEP what 4 pieces of information should you verify?
What is first/last name, phone number, email, and mailing address?
What does the dimension Communication mean?
What is maintaining professionalism while tailoring each individual interaction to the guest personailty, utilizing EAAA ( Empathy, Appreication, Apology, Acknowledgement.