Mechanical
What type of note in the Inventory screen do you look for to see what a manager has decided to cover on a repair?
OP
What are the 3 things you must do to de-escalate a customer?
1. Create Calmness
2. Confidently take charge
3. Move the conversation forward
How do you get to the inventory screen?
IN
What information should you look for on an account when dealing with an escalated customer to let them know what is going on?
Most recent diag, service notes, ETA, what has been paid for, what are they responsible $$wise
How do you create calm? Give me 2 examples
1. Sorry that you have had such a frustrating experience.
2. Thank you for sharing that with me
3. Sounds like this has been a real challenging situation for you
4. Thank you for taking the time to let us know
What action code can you use to see a summary of the account
AS
What is the 3 part strategy to handling mechanical escalations
1. This is what I know
2. This is what I have done
3. This is what I need from you
How do you confidently take charge? Give 3 options
1. I am sorry
2. I want to get to the bottom of this
3. I appreciate your patience
4. I will do everything I can, but may take time
5. I understand that you are in a frustrating situation.
What are 2 action codes you can use to look at notes
AC-all contact
AN- all notes
Use the 3 part strategy to de-escalate a customer that is upset just bought the car 4 days ago and it has died while driving. Has been able to jump start it and move it, but dies again after 10 mins or so.
What do you know- car is stalling but able to start
What has been done- provide a list of shops- potential tow
what do we need from them- any other mech questions, is one of the shops close enough to drive too
How to move the conversation forward
1. Please allow me to ask a few more questions
2. let me take a look into your account to see what I can do
3. I have a few suggestions to resolve the issue
4. To make sure we are on the same page, can you clarify?
What are 2 action codes to use in the inventory screen to figure out more on the mechanical situation
RD- repair details
RM- read emails
Use the 3 part strategy on the following scenario car is at shop, warranty denial due to miles and needs a new engine, customer is a perfect payer and has not used a mod.
What I know- needs engine out of warranty
what I have done- reviewed the estimate and discussed options with manager
What I need to know- how much of the repair can the customer cover
What if they demand a supervisor right away
1. Will you first give me the chance to help you? That's what I am here for
2. I am confident in my abilities to help you
3. I am confident that together we can come up with a resolution
Customer calls from a different location and needs to know which shop to take the car to. You are not familiar with this location, what action code can you use to provide a list of shops?
IN then S