New Exchanges
We used to use COPS to process NCE
What is EBS?
This is what RTV stands for.
What is return to vendor?
Consumer calls about issue with exchanged unit.
What is create a new case?
*You must create a new case for the new unit*
Must always give consumer this if it's new
What is a case number?
Consumers are transferred to the recall/special programs line for this specific complaint concerning refrigerators.
What is no cool?
Where we check the status of an exchange
What is track and trace?
Where in Salesforce the Next Best Action will be displayed.
Where is the right-hand side?
A consumer calls you to ask for help on their case owned by another CM.
What is work all cases like your own?
Consumer already has a case so they need to verify
What is 2 pieces of information?
This is the title of one of our new special programs.
What is Decatur Compressor?
We no longer use MS to track the exchange
What is CSO?
The following statement is true or false: We are required to ask for the rating plate to be removed.
What is false?
*We are no longer required to have the rating plate removed and simply ask the consumer to dispose of the appliance*
These are the notes that need to be in a newly created case.
What is the team name, AH41, plans and options, and conversation that took place with the consumer?
Before ending the call must advise consumer
What is follow up expectation?
If found to be under the special program population, MSP representatives will book this type of service.
What is no charge service?
We no longer call the SDS to verify d/i/s
What is M Codes?
For an in warranty RTV unit, we issue the GWC for this price.
What is MSRP?
*We are no longer required to get PPP to verify price on the unit.*
Consumer calls on an already assigned but not yet worked TAG case.
What is take ownership?
*If consumer calls and the case has been assigned but hasn't been worked yet, you are supposed to take over the case and let your TL know*
Must make a case on all
What is a currently owned unit?
The following statement is true or false: We will not replace a refrigerator under the special program if there is no servicer found.
What is false?
*If the consumer falls under the special program population and we are unable to locate a servicer in their area, we will offer an NCE.*
In T&T we no longer search in the tracking # box
What is the CSO box?
This amount can be issued as a GWC for a 2 year O/W microwave unit.
What is $75?
A consumer calls in on a closed case from 03/01/2022. This is where you notate the details of the conversation had with the consumer.
What is in a new case?
*This case is past 30 days old and cannot be reopened, therefore you DO NOT note the case, but rather open a NEW case and note that new case*
PCI compliance states we must ask the consumer for this
What is their full name?
*We cannot provide it to them, they MUST provide it to us*
This is the concession code used in the 2022 Decatur special program.
What is RECR?