SOPs
SOP: Call Termination
When a consumer asks you to hold, how long should you wait for the consumer if they never gave you an estimate
3 minutes
QRG: Model/Serial Location
Where is a dryer model/serial tag located?
Inside dryer door, on rim
What country code should you use to see the consumer's policy?
United States
Where you find compatible appliances?
Relationships
What section can you find where to fix simple problems?
Troubleshooting
SOP: Part Orders
When a consumer wants to buy a Gas conversion kit, can you help them?
Yes, they can buy the conversion kit but it must be sent to a qualified installer
QRG: Genesys Not Ready Codes
What is Not Ready- Special Project to be used for?
Use when Care Expert is working on a Special Project, can be scheduled or as directed by Care Adviser, must include a work output (e.g. Social Media, Project w/Agent, Project w/Schedule) This code should be used when working in Genesys, but not taking inbound calls, chats, or emails, on items such as follow up, PEX files, Exec files, etc.
What brand do you file Roper under?
Value Brands
Where would you find the use and care guide?
Documents
If you want to see how something is done to an appliance, where can you go to find it?
Videos
SOP: Coolvox Call Handling
When a consumer has a functional failure on their coolvox, what should you do for them?
PEX it
QRG: eCRM Order Search
What work center do you need to see the part orders?
Sales
If a consumer's new washer hasn't worked since they got it, what would you set in policy toolkit?
Dead on Arrival
Where would you find the dimensions and settings?
Specifications
Where can you find special articles on guided help?
Hot Topics/Special Projects
SOP: Escalation
Does CCL have to take your escalation?
No, the lead may provide negotiation, advice, or take the escalation
QRG: eCRM No Charge Service Agreement
When offering a no charge service agreement, where do you need to document?
On the object under Service Plan/Expiration
If you select perceived quality, what will policy toolkit tell you?
Discuss Use & Care Save-a-Call Document issue
Where would you go to see the unit?
Images
Can you access more than just the troubleshooting on guided help?
Yes
SOP: Handling Yummly Calls
If a consumer calls in with there yummly app not connecting to their appliance, how do you help them?
Transfer them to the connected care team
QRG: SAP ZPART Checking Part Information
When a consumer wants the price for a part, what price do you give them?
Distributor Price
How many brands do we handle in policy toolkit?
4
Whirlpool
Maytag
Kitchenaid
Value Brands (Roper, Amana, etc.)
What section would you find the MSRP?
Master SKU Info
Is there troubleshooting for licensed products?
Yes