Appointments
This is the most important piece of information to verify before ending a scheduling call.
What is the customer's contact information?
This person has been with the company for 7 years.
Who is Aimee Gonzales?
Customers frequently ask how long this routine maintenance service will take.
What is an oil change?
This should always be confirmed when booking a service appointment to ensure proper scheduling.
What is the customer's concern or reason for visit?
This person originally started off as a porter then went to FSC to train to become a full fledged advisor.
Who is Sal Preciado?
The most important thing to do while on the phone?
What is SMILE?
If a customer requests a loaner, this should be addressed before the appointment date.
What is making sure the customer is covered for the loaner and that they have a valid CA drivers license and current insurance.
This person came from a warranty background.
Who is Matthew Andrews?
Ford customers can use this app to view vehicle information and schedule service.
What is FordPass?
This helps advisors prepare for the appointment before the customer arrives.
What are detailed notes?
This person came from a parts background and occasionally works on their own vehicle.
Who is Isaac Villa?
Customers frequently want to know if this covers the repair they're calling about.
What is the vehicle warranty?
This appointment information can help avoid customer frustration upon arrival.
What are expected wait times and appointment expectations?
This person started off as an assistant to a long standing Service Advisor.
Who is Gina Allen?
This is the shared goal of Advisors and BDC regardless of department.
What is providing an exceptional customer experience?