QA reviews
The customer purchased a vehicle a week ago. Has been verified by Dolly. How will we start the text conversation?
What is a warm and professional greeting?
DTSCD10010798960
True or False
The customer texts in to ask about rental reimbursement. The disclosure will need to be provided.
What is False?
The customer is replying to questions answered today with additional questions. How would you proceed with the conversation?
What is answering the customers questions?
We received a customer question at 10:01 am,we responded back at 10:15 am. Did the representative demonstrate appropriate use of phone and delayed response time and why?
What is no?
(provide explanation)
You are almost done with the text conversation and notice you have not yet provided the mileage disclosure. How would you incorporate it.
What is relevant examples?
The customer contacted SilverRock this morning to request information regarding their claim and you provided with the mileage disclosure, and you were marked down. Can this be disputed and why?
What is no, the mileage disclosure was overused, as there is a claim on file.
What is an example of an appropriate level of empathy?
“I completely understand your concern, and I’m going to help get this resolved…”
“I see how that is concerning, and I’m here to help…”
“Got it! Let’s see how we can help…”
“I’m sorry to hear you’re having vehicle concerns. Let me give you some information on next steps to get your vehicle repaired…”
“Thanks for providing those details, let’s get this resolved for you!”
"Good question! Here's what you'll do...."
"What I'm hearing you say is..... is that correct?"
The last claim on file was from 4 months ago. In order to provide coverage information, what information do we need from the customer?
What is the mileage, in order to provide disclosure?
The customer has replied back to an automated message from yesterday. This has been transferred to the text queue. What level of verification is needed?
What is first and last name?
The customer called into Customer Service on day 5 of their Carvana Limited Warranty, you recognize they are within the 14 days. What is your talk-off?
What is 0$ dedt and 100$ dedt after the 14 days?
There is no claim on file. The customer called in yesterday. would the disclosure need to be provided and why?
What is was the disclosure provided? If not notated, i would need to provide it.
The customer has provided of back and forth regarding communication with the repair facility. You notice this is the 4th time the customer has contacted us. What is the best resolution?
What is make an outbound call to the repair facility?
The customer just purchased the vehicle a week ago, there is a denied claim on file from day 2 in the Limited Warranty. Since we are on day 6, there is no mileage disclosure needed.
True or False?
What is false?
DTSCD10010823628 (hypothetically)
The previous note shows that the mileage disclosure was given of 130,000. What is your next step?
What is provide mileage disclosure and explain expiration?
The customer texted regarding engine concerns and you were able to explain the claim process and provide repair facility, however you were marked down for not providing accurate and relevant information to properly educate and set expectations with the customer. Would you dispute this?
What is no, due to not providing rental reimbursement or potential out of pocket costs.