Call Handling
The standardized greeting for FOC.
What is "Thank you for calling Ford of Canada, my name is ___. May I have your first and last name please?"
_____ must complete all recalls at no charge due to a government safety inquiry.
What is an authorized Ford or Lincoln dealership.
The New Vehicle Limited Base Warranty.
What is 3yrs or 60,000km?
The three types of customers who are put into consideration to be provided assistance by CCT.
What is Gold, Silver, and Bronze.
Anytime dealership assistance is offered this is mandatory.
What is offer to warm transfer to dealership.
These are voluntary announcements by Ford because there was a concern about a particular component on a vehicle.
What is a Customer Satisfaction Program (CSP)
The lack of maintenance causes a warranty to be.
What is Warranty Coverage Denied?
The DAAWA criteria.
What is 6yrs or 110,000km.
The full warranty repair history is found here.
What is AWS?
The email disclaimer for FOC.
What is ''Ford of Canada would like to send you one email about how you can sign up to get our marketing and other communications by email. You may withdraw consent at any time and contact us at this number or the address or email under Contact Us at our website www.Ford.ca. Would you like our address or email information? May we send you this email?''.
The type of recall published for a specific geographic area, province(s), and/or specific condition.
What is Regional Safety Recall.
The customer can view their warranty manual here.
What is motorcraftservice.com or owner.ford.com?
The third party Arbitration program available in all provinces for disputes about alleged defects in the assembly of a vehicle or implementation of the new vehicle warranty.
What is CAMVAP?
The three sections of the QA form.
What is Program, Business, and Customer Standard.
The three preferred search methods in the correct order.
What is VIN, Last name & Postal Code, and Phone Number?
The three mandatory pieces of information to be provided to customer who has a recall on their vehicle.
What is recall number, what is the recall, and offer to warm transfer to nearest dealership?
The in-service date is the day you take delivery of your new vehicle or the day it is first put into service, whichever occurs first.
What is Warranty Start Date?
*DAILY DOUBLE*
The two types of AWA.
What is CAAWA and DAAWA.
The two types of Ford/Lincoln Protect Plans (Extended Service Plans).
What is Service and Maintenance Plans?
There is __ phases in the call handling process and they are ____.
What is 5 and what is open, question, resource, resolve, and close.
The process if a customer has submitted their receipt to an authorized Ford or Lincoln dealership for a previous repair that is now a recall but has not received a refund.
What is advise the customer that refunds may take up to 10 days to process and to remain in contact with their dealership?
The section of the warranty manual to show warranty coverage.
What is Section 3A?
The maximum team leader empowerment.
What is $750.
The team that approves loyalty coupons.
What is Dealer Loyalty group?