CUSTOMER SERVICE
NEVER REPRESENT THE "SOS" IN A ______ MANNER.
WHAT ARE THE STEPS TO CLEARING AN IV SUSP - 1ST NOTICE
CUSTOMER MUST HAVE INSURANCE VERIFIED WITH THEIR AGENT, $100 REIN FEE MUST BE PAID, SUSP CLEARS IMMEDIATELY
HOW MANY CLASSIFICATIONS DO MOTORCYCLES HAVE? AND WHAT ARE THEY?
Two – Class L (Any motorcycle with less than 150cc displacement) & Class M (Any motorcycle or motor-driven cycle)
WHAT IS THE PROCEDURE FOR "ERT" WITH A VALIDATION LINE?
If more than 8 wks, send email to ERT, Kristy & Kelly. Include callers Name, address, email and telephone # along with screenshots to verify status.
WHAT IS AN "IRP" AND WHERE CAN I PURCHASE PLATES?
Vehicles operating in 2+ International Registration Plan (IRP) member jurisdictions that have a combined gross weight of more than 26,000 pounds. Plates can only be purchased in Springfield.
WE SHOULD TAKE RESPONSIBILITY & OWNERSHIP FOR ANY ______ , REGARDLESS OF WHO MADE THEM.
ERROR/MISTAKES
WHAT DO YOU DO WHEN YOU HAVE AN "IV SUSP - NO DATE"
PROVIDE REFERENCE NUMBER AND TRANSFER TO MANDATORY INSURANCE
WHAT ARE THE STEPS TO CLEARING AN "O9 FAILURE TO APPEAR SUSPENSION"
PAY TICKET, SUBMIT A NOTICE OF COMPLIANCE, POSSIBLY PAY A $70 REIN FEE
EXPLAIN THE DIFFERENCE BETWEEN TITLE ERROR RUN DATE, WORK DATE, RELEASE DATE
RUN DATE- THE DATE THE TITLE WENT INTO ERROR
WORK DATE- THE DATE THAT THE DEPT IS WORKING ON
RELEASE DATE- EXPECTED DATE OF COMPLETION
WHAT IS AN ANTIQUE VEHICLE
A MOTOR VEHICLE MORE THAN 25 YEARS OLD
TRUE OR FALSE
EMPATHY & PATIENCE ARE IMPORTANT BUT NOT REALLY REQUIRED AS A CUSTOMER SERVICE SKILL.
FALSE - EMPATHY AND PATIENCE ARE KEY QUALITIES TO PROVIDE GREAT CUSTOMER SERVICE.
PROCESS FOR CLEARING "IV SUSPENSION" TYPE ACTION CODE 352
PROVIDE REFERENCE NUMBER AND TRANSFER TO MANDATORY INSURANCE
WHAT IS AN "RDP"
Restricted Driving Permit - A special permit that allows individuals with suspended or revoked driving privileges to drive under certain limited conditions
WHAT IS NEEDED WHEN TRANSFERING A TITLE FROM A DECEASED PERSON TO A FAMILY MEMBER?
Verify if there's a WILL, if no: Is vehicle in Probate, if no: Verify which type of estate, death certificate and title
WHAT IS AN "LSV" AND WHAT ARE THE REQUIREMENTS TO PLATE IT?
LOW SPEED VEHICLE (4-wheeled vehicle with a maximum speed between 20 and 25 mph) – Must have the manufactures certificate of origin, mirrors, seat belts and signals.
HAVING A ____ ATTITUDE WILL AVOID HAVING A ____ CUSTOMER EXPERIENCE.
POSTITIVE / NEGATIVE
WHAT IS AN "05 STOP" AND HOW DO YOU CLEAR
SR22 - CALLER MUST GET POLICY AND WAIT 3-5 BUSINESS DAYS TO CLEAR THE DL RECORD
HOW LONG AFTER EXPIRATION DATE IS A DL VALID?
0 DAYS
WHAT IS A BONDED TITLE?
A title where standard ownership documents cannot be surrendered and a bond in the amount equal to one and one-half times the current wholesale value of the vehicle is required.
WHAT IS THE PROCEDURE FOR A "BETTER ADDRESS"?
Verify the customer's address; caller must email “better address” to have it resent if address is different. If caller is unable to send an email, then we are allowed to email on behalf of caller.
LISTENING IS A _____ BEHAVIOR.
LEARNING
WHAT IS THE PROCESS FOR CLEARING AN MI SUSPENSION
VERIFY INFO, PROVIDE REFERENCE NUMBER AND TRANSFER FOR MANDATORY INSURANCE
WHAT ARE THE REQUIREMENTS AND ACCEPTABLE DOCUMENTS FOR A REAL ID?
PROOF OF BIRTH - PASSPORT OR BIRTH CERTIFICATE
PROOF OF SOCIAL - SOCIAL SECURITY CARD
2 PROOFS OF ADDRESS - UTILITY BILLS, BANK/CREDIT CARD STATEMENT, CELL PHONE BILL, MORTGAGE DOCS, ETC.
WHAT IS THE DIFFERENCE BETWEEN OUR "POA" AND A "SECURED POA"?
Our POA is a one-time use form, giving authorization to someone other than the owner permission to conduct business on their behalf. The secured POA is used by dealers.
WHAT ARE 1ST & 2ND DIVISION MOTOR VEHICLES
1ST DIVISION - Vehicles designed for carrying no more than 10 people.
2ND DIVISION - Vehicles designed for carrying more than 10 people.