What Do We Dispatch?
Steve called us for when he walked out for work one morning and his car was dead.
What is a jumpstart?
A basic jumpstart case where the vehicle is in the garage.
What is, Yes. Split the case.
If the member's phone is dying.
What is, yes, we do notate if the phone is dying and an alternate number.
OOP
What is Out of Pocket
This is where the Information Highway is.
Felicia has a tire that ran flat while she was at the grocery store. She has a spare tire.
What is a tire change?
Caller is sitting in their car with their three kids and their dog.
What is, no, we do not split this case.
If the member states that they hate our service and wants to get rid of roadside assistance.
What is no, we don't have to notate this. If we transfer them over to customer service, we just state that we transferred them over to take care of other, non-roadside needs.
GVWR
Gross Vehicle Weight Rating
The Provider information is on this side of the screen.
What is the right?
Kenneth called in with his vehicle on the side of the road and it is not starting. His car turns over, but the fuel gauge is on E.
What is a Fuel Delivery?
Caller is calling to get their vehicle towed from a spot on the side of the road where the police are threatening to impound their vehicle.
What is, yes, split this case.
When we call and verify that nothing is owed at the impound lot where the vehicle currently is.
What is, yes, we need to notate that we verified this information.
OOA
The location of the member information on the screen.
What is the left side of the screen?
Judy has a flat tire, but doesn't have a spare.
What is a tow?
Caller is on the shoulder of the highway.
What is, no we do not split.
When we would like to process a Refund.
What is, yes we need to notate the amount of the Refund and why?
NSP
What is Negotiated Service Provider?
The location of where the case building and probing questions on the screen.
Where is the middle?
Jackie called in stating that he locked the car and lost the keys to it. We already tried to send a provider for a keymake, and couldn't find someone with the proper tools.
What is a Tow?
Caller states that the vehicle is on the side of the highway, but they are no longer with the vehicle.
What is, yes, we do split this case.
What is, yes? We need to have the business name, equipment address, phone number, their rate and their eta in the notes so that a manager can add them for you.
PO
The most important habit in PO building that will cover your tail, help other agents, and make reviewing cases easy.
What is taking notes?