Call Center
This is the order in which we pick up calls to dispatch.
What is top to bottom?
We should always be reading these for the shop before calling, whether the shop is open or closed. (Hint: It's not the night cage.)
What are the Dealer Notes?
We always call the _______ for the huddle when service was called in.
What is the caller?
(Dispatch if dispatch called it in, and the driver if the driver called it in)
This is how we proceed during Dispatch when the Account Notes are blank.
What is follow the preferences left in the ticket?
Dispatch approved to expand search radius to 100 miles.
This is missing from the above notation.
What is the dispatcher's name?
The calls with no dispatcher assigned are referred to as this type/color of call.
What is green?
These are "The Basics"
What are billing information, repair information, and breakdown location?
(Ticket number as well, but this is in your disclaimers/"Instructions".)
What is Team Lead Channel and Ticket Number?
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?
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?
This is the column we look at to determine if we are trained on a call.
What is Line?
When considering The Basics, this is unique to a Local Book Account.
What is confirming the company has an account with the shop?
We always try to call the dispatcher/driver ____ times for a huddle.
What is three?
When dispatching using a Canadian Goodyear National Account, or Nonsig, we advise the technician the account type is __________.
What is a Goodyear National Account?
This should not be notated when dispatching Cash/Credit Card/Comm Check calls.
What is pricing?
What is 15 minutes?
This is the maximum Estimated Billable time we may accept without approval.
What is any?
Before calling a customer for any type of approval, we must call/properly skip _______ shops.
All available shops within radius.
The Preferred Fleet Account notes are found here.
What is printed in the Billing Info section?
(Labeled as Fleet Notes, printed on the screen)
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?
When looking under the Operator column, we will know if a call is a web call if we see either of these two thing listed.
What are Integration and Fleet Central?
This is what we enter as the Estimated Billable time when the shop does not have/provide Estimated Billable.
What is 2 hours?
GCTSC stands for ______________.
Goodyear Commercial Tire Service Center.
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?