Solutions Center
This is the order in which we pick up calls to dispatch.
What is top to bottom?
True or False: When dispatching a Preferred Fleet Account, we provide the technician with the P and first 4 digits.
False
(P and all numbers, minus the dash)
GCTSC stands for ____________.
Steer-Endurance LHS
Drive-Endurance LHD
Trailer-Endurance LHT
For this account, the requested product for the Left Rear Outside (LRO) drive tire is ___________.
What is Endurance LHD?
Dispatch approved to expand search radius to 100 miles.
This is missing from the above notation.
What is the dispatcher's name?
To pick up a ticket, you click on the _______.
What is the service ticket number?
We cannot expand to 80 miles. True or False?
What is False?
You must check these two programs/things every shift. (Hint, it's not Call/Solutions Center, Five9, or Teams)
What are your email and CSI?
Retread G316
Referencing the above preference found in the account notes, you would advise the technician the requested tire is ________ and ask __________(if the tire is available).
What is a retread G316, and ask if it is a PC or UC?
Team Lead Channel advised to call dispatch for approval to expand to all Goodyear Dealers.
This is missing from the above notation.
What is the name of the person in the Team Lead Channel that gave the advisement?
Available calls (that do not have a dispatcher assigned) are this color/referred to by this color.
What is green?
When considering The Basics, this is unique to a Local Book Account.
What is confirming the company has an account with the shop?
When dispatching using a Canadian Goodyear National Account, or Nonsig, we advise the technician the account type is __________.
What is a Goodyear National Account?
(In regards to Repair Information) When there are account notes or preferences present, we must confirm Repair/Replace, the tire position, and the tire size in the huddle. When there are NO account notes or preferences, we must confirm _________________.
What is all of the information, including the dispatched product?
You must notate Team Lead approval prior to using this decline.
What is Refused to Service Customer?
To determine if you are trained on/able to pick up an available call you look at this column.
Line
This is the maximum Estimated Billable time we may accept without approval.
What is any?
This is the decline you would use for Tech/Contact 1, Phone 1 if there was not answer (After Hours)
What is No Answer, Left Message?
The Preferred Fleet Account and GCTSC account notes are found here.
What is printed in the Billing Info section?
Driver/Kelly advised in the Huddle that the unit is against the fence, across from door 15, in the southwest corner of the yard. Driver/Kelly advised the unit is white with a red logo on the door.
Referencing the above information, these are the details that should be left in the comment section of the service ticket.
What is all?
This is how long it takes a ticket to turn yellow.
What is 15 minutes?
This is what we enter as the Estimated Billable time when the shop does not have/provide Estimated Billable.
What is 2 hours?
These are the two expansions offered to Goodyear National and Preferred Fleet Accounts (After approval has been obtained)
What are expanding to all Goodyear dealers and expanding mileage?
These may be found in the Account Notes in addition to PO instructions, tire preferences, and what to do with the off tire.
What are pre-approval requirements/instructions?
Driver/Bob is angry and cursing. He just hung up on you. This is the notation that should be left in the service ticket.
What is Driver/Bob disconnected, calling driver/Bob back?