EMERGENCIES AND TOW-INS
“I do understand that you cannot wait for our first available appointment. Therefore, if you could get your vehicle over to the dealership, we will have it added to our Emergency Repair List. It will be worked into our schedule as availability opens up in the shop. Your service advisor will give you a more accurate ETA for diagnosis when you drop off. What time do you think you will be dropping off your vehicle?”
What does PA express team work on?
LOFR, NYSI, AIR FILTERS AND WIPER BLADES
Vehicles 3 years old or newer for lofr, nysi
who do you schedule F250s and larger with at FA
Truck team
If a customer gets disconnected from you while your making an apt what should you do?
call the customer back, if not answer leave a vm
Please list 2 types of emergencies?
· TOW IN (for any reason)
· FLAT TIRE
· WIPERS ARE INOP
· WINDOW IS STUCK DOWN
· CHECK ENGINE LIGHT IS FLASHING
· VEHICLE HAS REDUCED POWER
· AIRBAG LIGHT IS ON OR FLASHING
· MAJOR FLUID LEAK
· NO START
· NO HEAT/DEFROST/FAN (in the winter)
· VEHICLE IS OVERHEATING
Chris George and use calendar
will TR still offer free ROT for Vanderstyne customers?
can FW customers just walk in for maintenance and NYSI?
Yes
please list all locations for collision
HAMBURG, OP, ROCHESTER, WILLIAMSVILLE, LOCKPORT
If a customer is towing their vehicle in and ask for a towing phone number what is the appropriate response?
Give phone number for roadside assistance-if under manufacturer warranty
Give phone number for extended warranty towing-if they have extended warranty
Who handles diesel vehicle at PA?
what team toyota store offers valet?
infiniti
please list the locations of all of the Quicklanes
FA, FH, FW, LOCKPORT
WHAT IS THE SCRIPTIN YOU MUST USE IF A CUSTOMER IS REQUESTING A SHUTTLE?
“We will do our best to get you checked in and on your way as fast as possible. As you can appreciate, this is a courtesy shuttle and there may be other customers scheduled for a shuttle ride as well, or the shuttle driver may already be on a run. Once again, we will do our best to get you to your destination as quickly as we can.”
If a customer states they do not feel comfortable driving their vehicle and you review emergency policy but they are waiting 3 days to bring it in, does this still qualify as an emergency?
no, customer must bring in same day or next day.
if they are comfortable enough to drive their vehicle for 3 days then they can wait til first available
Who do you contact for detail at Kia?
Five star detail
Can you schedule detail appointments at infiniti?
yes please follow information in one note
Who handles vehicle accessories at FW?
Chad Kramer
SHOULD YOU OFFER QL TO NON FORD CUSTOMERS?
NO, CHECK WITH A TEAM LEADER TO SEE WHEN WE CAN GET THEM SQUEEZED IN AT THEIR LOCATION
should you put a customer on hold to check and see if a customer can have their vehicle towed in?
no, do not inconvenience the customer by making them wait. if they are towing it in just review the emergency policy
When approved to book a loaner for any GM or Subaru location, are they in house or through hertz?
in house loaners, follow process in one note
do the toyota stores offer rentals or loaners?
not unless the vehicle needs to stay overnight, the advisor will go over that information after diagnosis
when scheduling detail for DR what is the process you must follow?
send email to Mike Harris and cc Sarrah with date/time of apt, what service the customer is coming in for and the customer information
A CUSTOMER HAS A 2011 CRV THAT THEY PURCHASED FROM NW 3 WEEKS AGO AND CHECK ENGINE LIGHT IS ON HOW MUCH YOU HANDLE SCHEUDLING THIS APT
SCHEUDLE AT NW SINCE ITS A USED VEHICLE BUT MAKE A MIRRORED APT AT HL SINCE IT IS A CEL. THEN SEND EMAIL TO SARRAH AND ROBIN WITH ALL THE INFORMATION