Customer service
If the customer texts you they don't have the key, what should you do?
Reply and thank them, note the claim, go off diary
What is the next step when the customer does not respond to your text about the key?
Make an outbound call
Customer responded to your text same day and confirmed they have keys, return preference and address, what is your next step. What shouldn't you do?
Next step- create and upload MKL/FedEx.
Shouldn't do- set a follow up diary to make labels and MKL
What is the department expectations for voicemail returns?
Under 25 hours
How many pieces do we need to fully verify the customer?
2
What follow ups are coded as Missing Keys? Hint- there's 4.
Key are updated as present/yes on the vendor page.
Key present at vendor on first touch.
Diary to file owner for assist (TL not paid, lawyer).
Unable to work (burn, sold).
How should you pull RECKEY each day?
1 at a time
What is the department expectations for the percent of calls to voicemail?
Under 35%
On the second attempt, the customer does not answer the phone, what are your next steps?
Leave a VM if applicable, send and email, document the claim with a copy of the email
What do you do when both docs and vehicle are both at IAA and the stock is open?
Merge docs with stock #
What should you do prior to contacting customer for keys to ensure customer contact is needed? (multiple answers)
Confirm claim is settled, keys are not with the vendor/images, vehicle isn't sold or close to auction date.
When verifying address, what is needed?
Full address, including city state and zip
Customer said they left the key with the body shop/tow company, what do you do?
Confirm the body shop/tow company and call
What do you do when there is a closed stock, the vehicle is sold, and salvage is closed?
Confirm with Processor that the documents are no longer needed. Reject or return to NSU based on their request.
When the claim is attorney repped, what do you need to check for?
What feature the attorney is representing
What should you do for the customer before ending the call?
Ensure they have your direct contact information
The customer said they are having trouble finding time to drop off the key, what should you offer?
Schedule a FedEx pick up
When the customer is not enrolled in text, what do you do (first contact)
Make the outbound call
What two things take precedent throughout the day?
Checking voicemail and action items
What's the best team in NSU?
UDK!