Day 1
What is an invalid reason for escalation?
Customer states they do not feel safe, relating to PI/Theta repairs
What is Goodwill?
Goodwill comes in many different forms but it is intended to ‘surprise and delight’ our customers, to promote customer satisfaction and/or to build brand loyalty!
What perception should Title & GVOC be based on?
Customer
What should you do for DPSM if you move to a new region?
Call to introduce yourself
How many attempts should you make/document to de-escalate a customer before sending to the supervisor line?
2
What are the only approved wipbins?
Default/Inbox
Monday
Tuesday
Wednesday
Thursday
Friday
If a BB/R&R is denied, what are our next steps?
Inform of the denial and review for GW
When sending an O&R Modification, what should you email your ECR Leadership team? (Provide all)
Customer redlined/edited document & the Word Document
What should you try to do when the customer's concern cannot be duplicated?
Probe with the customer on their concerns
What are the best skills to use when de-escalating a customer?
Empathy & Active Listening
What is one resource you can use as an ECR?
Customer Care Daily Open Case Report
What is our ECR motto ?
Fix the vehicle, fix the customer
What format should a O&R be sent in?
What should be your Subcase Title?
Request Code
What is an ECR's objective?
The objective of the Escalated Case Team is to improve the overall customer interaction by reducing case cycle time. We will do this through improved reporting and technology, with the goal of reducing BBB/Lemon Law and ADL cases while improving our overall customer and dealer satisfaction.
What is the new productivity expectations?
15 cases / 15 calls / 15 activities
When a digital disbursement voids, what is our process?
Reach out to the customer and gather physical mailing address to issue paper check
What is GVOC?
Global Voice of the Customer
What should you always create when requesting FTS involvement?
CA-FTS Request & Subcase
What is the timeframe for a supervisor callback?
24-48 business hours
What is a valid reason for escalation?
Lemon Law
What is one reason to send a case to ECA for review?
Liability Review
What is one thing you should review for file verification?
Check for duplicates
What should you try to do when the customer's concern cannot be duplicated?
Probe with the customer on their concerns
This can help prevent further escalation and the customer requesting to speak to someone else
Taking ownership