So Email me...Maybe?
Uh oh! Did I just send sensitive legal information to the wrong person?! Oh man, I wish this had an undo button! I guess I should've listened when I was told to always check this before hitting send!
What is who the email is addressed to?
The Dealer is not getting back to me after 2 emails. I think it is time to get someone else involved! Geez, only if I could remember who I needed to involve this time.
Who is the DPSM?
This is a one time offer, per person, per situation.
What is Goodwill?
My cousin is a lawyer! She is going to sue you!" Oh great, now I have to update my Title with these 2 pieces of info.
What is Date of Demand and the Trigger word?
"I am going to keep pushing back until you cover this repair! I don't care if it is out of warranty. You need to cover this now!" Now I have to research this.
What is Goodwill Outside of Warranty?
This is the amount of time you must wait before emailing the dealership for a 2nd Attempt?
48 Hours
This person is always copied on the "5th Attempt."
Who is the RPSM?
You get ONE! And you get ONE! And you get ONE! This portrays the client's preferred Goodwill Offer to "fix" the custoemer.
What is a Maintenance Package?
You must complete this activity before dispatching the case.
What is a Call to Action?
Make sure to copy this person if you want a response on Goodwill request outside of warranty if they don't respond the second time.
Who is the RPSM?
This DC Character shares the same name as the "Field" that should always be checked before contacting any dealer. I bet "Barry" Allen would know!
What is "The Flash"?
This is the person you contact when requesting goodwill outside of warranty.
Who is the DPSM?
This is something you NEVER do up front!
What is guarantee/offer Goodwill?
You must contact the dealer this many times to obtain a repair order when the customer says a trigger word in a "hot state"?
What is one time?
What is The Lookup Tool?
The Service Distribution Field is blank. How will we ever contact the Dealership for RO Information?! Is there no hope?! Maybe we could send out a smoke signal?
What is call the dealership and ask to speak to Service?
They review Goodwill requests when the situation is in warranty but not warrantable.
What is the Goodwill Reviews Team?
You should wait to offer Goodwill only when the case gets to this point, because you can only offer goodwill once per situation.
What is one it is Resolved?
How am I supposed to know what is going on?! Can't you just tell me?! I should be able to find this information before you escalate a (non-hot state) case to ECR.
What is a service template for the repair order?
Don't forget to add this to the Title & the CTA when a customer advised their brakes failed causing them to hit a tree.
What is Customer Alleges?
If the dealer responds but gives you partial information, you should do this instead of send a 2nd request email.
What is reply to the dealer to requesting remaining information?
Name the queue that you dispatch the case to if you don't reach the field after 5 attempts.
What is "Pending Response from Field" queue?
What is offer Goodwill?
Name the type of call that NEVER gets dispatched to ECR.
What is Sales?
This is the ONLY person you should go to when requesting Goodwill outside of Warranty.
Who is the DPSM?