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Just the facts man!
Penny pincher $$$
You said what!?
Doing the thing with the stuff!
Heading down to technician town.
100
When is it appropriate to leave a note or log a call in the case?
What is always
100
5 Dozen eggs or the price of an single item inspection visit....
What is $60.00 ?
100
When you are stuck in between a rock and a hard place, who ya gonna call, lync or see?
What is your lead
100
Repairing three scratches on a table
What is a multiple repair on a single piece of wood furniture?
100
This is the primary hire when choosing a technician for a job
What is the GFP?
200
Hello Eugene, our consumer is reporting that when they sat on the couch they heard a loud crack. Please be prepared to repair the frame. If not repairable please provide a thorough inspection and plan for repair. Please ensure it is itemized and reflects parts or any additional fees.
What is a conversational, complete, thorough and accurate tech description.
200
An IT (Italian Technology) program that requires invoices to be separated by groups such as US, Canadian, AME, Golden Partners, and Misc that must match to the Salesforce billing file.
What is Nares ?
200
Cette personne est responsable de toutes les réclamations françaises
Who is Crystal
200
Repair a scuff on a leather sofa and a rub mark on a leather chair?
What are two line items in the case details for leather repair or leather touch up
200
Tech asks for more money in a zip code he services for parking or mileage.
What is coach him on why you are telling him no and inquire if the zip code should be removed from his profile.
300
This person sanitizes the technician description of services provided, telling the partner the story of what was wrong/inspected, what was done to repair and or what is needed to repair in the future.
Who is you?
300
This must be entered manually on several orders in order to pay our service technicians correctly... Examples include: YT 5% or PE 14%
What is Canadian Sales Tax ?
300
When is it ok to give a consumer the technicians phone number
What is after he has confirmed for any questions other than canceling the work order
300
Partner requests to alter the structure or redesign the furniture in the field. Example 1: Cut down a three seater sofa into a two seater sofa. Example 2: Please cut down the headboard and frame from a King to a Queen Example 3: Please cut electrical outlet holes into a marble top Example 4: Please add 32 tufted buttons
What is a job to politely refuse and return to the partner because it is outside of our expertise?
300
A technician tells you he wants to quit Guardsman.
What is try to determine a way to help, understand and retain him. Ultimately, tell Shirlyn as she works on technician retention and will attempt to save him.
400
What do we need from the partner to authorize additional changes or repairs on their case?
What is documented approval from the authorized requester
400
The cost of a BRF incomplete visit multiplied by the cost of a Natuzzi cancelled request divided by the cost of a GPS basic repair.
What is 11 ?
400
When a customer calls with an existing FPP claim that has had or has a technician assigned to it and they want to discuss their options
What is transfer to Resolution
400
Technician calls from a Broad River consumer home on a one stop job, requesting an additional $20
What is call the partner for an additional stop to be authorized and pay the tech his $20
400
Technician called and portal will not allow him to confirm the work order?
What is the confirm work order box needs to be unchecked?
500
You notice errors on the case
What is fix them! Note your changes and put in a coachback.
500
(The cost of a BRF "4 Stop Job") - (the cost of a NZZ leather repair) - (the cost of a GPS 2 item inspection) + (the cost of a GPS standard account admin fee) - (the cost of a GPS fabric spot cleaning) x (the cost of a FPP mechansim installation) _________________________________________
What is $0.00 ?
500
The departments, in order, that are involved in processing a furniture protection plan (FPP) claim
What is Inbound, Admin, Adjudication, Tech Hire & Resolution
500
repair rip... (See photo)
What is a stress tear that cannot be fixed and needs to be returned to the partner for handling.
500
My wife just left me. I had a flat tire. My dog has rabies. I fell and broke a customer's flower pot. I am feeling overwhelmed with all the automated emails. I don't get responses to my questions in the portal. I completed 5 tech reports over a month ago that I have not been paid on yet.
What is an opportunity to understand, be empathetic, build a relationship and become a problem solver with a sense of urgency.