Guest Authentication
What is resource can be used to authenticate the guest?
What is CCI Job Aid?
What are the 6 key dimensions....
What is Issue Identification, advocacy, knowledge, education, communication, and interaction management
How many phone compliances are there
What resource can be used if we are unable to locate a guest in GEP
What is C360.
What 3 pieces of contact info should be validated to authenticate a guest's profile?
What is First/last name, Phone Number, and Email address?
4 Key Performance Indicators...
What is Exceeds, Meets, Needs Improvement, non-evident
How many reasons are there for a call to be NOT compliant.
What is 7 reasons
Where can you locate approved abbreviations
What is knowledge Management
A guest calls in and states " Why isn't my engine starting when I use Toyota Remote Connect?". what information should you verfiy...
What is Name, Phone, Email, VIN, Recall, Dealer, Mileage, Validate VIN
What does knowledge mean....
What is utilizing ALL Relevant resources and accurately interpreting information gathered during reseerach in order to provide the correct answer to the guest's inquiry/concern.
How do you document SSC/ recalls if applicable to the guest...
What is Recall/SSC not involved
What resource can you use to find the towing capacity for a vehicle
What is TIS service lane.
If a guest has called in within the last 90 days, what information and where would you locate the activity
What is under Activity log.
Define Interaction management...
What is handling the guest's inquiry/concern efficiently, using time management techniques [includes but not limited to using verbal attends, roper hold etiquette (2 min check in with guest), keeping dead air to a minimum, appropiately utilizing cold/warm transfers, and staying on topic]. Making good use of the guest's time.
What should be in very documented call...
What is guest states, guest seeks, and BEA advised.
Where do you go to opt a guest out of receiving emails or mail.
What is c360 and GEP
If you create a New Profile in GEP what information should you verify?
What is first/last name, phone number, email, and mailing address
Issue Identification means...
what is using active listening techniques (utilizing restatement/ paraphrasing) and asking clarifying/ probing questions to fully understand and identify the guest's inquiry/concern.
If a third party (ex: Safety Connect) contacts BEA, how do you document it
What is John or Jane (name) from Safety Connect
If a guest is calling in and he isnt found in GEP what resource can you go to see if he's a listed driver
What is c360