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warranty
afterpay provided loan to customer so they can acquire service
existing customer / line agent
if mech cancelled less than24 hours
wll be charge $25
communication: customer and mech /
script you need to give mech around 30 minutes up to reach your place
analytic communication stats
reschedule appt: appoitnment tab/click edit appt / book a new appot
appointment /cancel appointment
when will this part be avaiable for mechanic?
price increase/price changes
JOB
edit
we don't edit quantity and prices
if yourmechanic is not providing parts there are not taxes involved
we need to make customer aware that they need to provided all part and accessori needed to perform the task
show approval details
interaction/ communication tab added
********************************************
03/22 martes
diagnostic credit
customer will get a $20 dollar discount on recommended service by mechanic after a inspection performed
******************************
customer with billing issue
BBB /BAR
review all activity and break down of charge
all charge will be found on analityc
contrl F for key words
read analityc /use key words
unannounced charged/mech make change labors/mech didn't complete process for announced/
ANALISATION
Duplicate charge/ preauthorization and release after appointment is completed
mech will pre authorized full amount for the service/
once task is completed it will be charge and completed
JOB
BILLING TAB
INSPECTION CREDIT WITH A CODE Starting with D
INSPECTION REPORT
SUMMARY / INSPECTION REPORT
credit card declined/
customer complaint on mechanic no show
di-escalate a call to ASANA TO SUP AND TEAM LEAD
SOP standard opration procedure
SENT EMAIL FOR INSPECTION AND BOOKING
************MIERCOLES 03/23 *******************
Warranty
customer will call into the new app and existing cust/
valid and invalid warranty claims
how we hand valid warranty
first find out if they have already files a claim
if they say yes confirm on crm or asan
use case number or name
new claims if report new claims
im sorry having issue with the vehicule
give me minutes to review account
Review asana for customer claim
issue is on repo
we will need to create a new appointment with a master mechanic
if yourmechanic provide parts
with 12 month 12,000 miles whichiever comes first
Script or steps
script with terms and conditions
confirm is claim is valid/ review recobgnizing and and invalid warranty claim
if it appear a valid cliam/double check/ confirm no asana/ sometime they already added by phone or email/ check fordupolicate
if no asana/create a new one
tittle : CASE #/ NAM CUSTOMER/ JAMES SANDIDGE (MECH NAME)/POSSIBEL WARRANTY /SUP CALL
MAKE SURE ADD NOTES ABOUT ISSUE
ADD TO WARRANTY REQUEST QUEUE
WHAT is crm original case/ the service appt that cust is reporting issue
WARRANTY TEAM/ WE DON'T HANDLE ESCALATION/WE CREATE FOR EVALUATION
DON'T PROVIDE RESOLUTION
customer call resolution/will receive a call back from warranty team/
create new crm case for inspection/explain warranty/ iuncluding how billing will be handle depending on whether the issue is realte
script: thank you for holding/
read script for warranty inspections:
customer NEED TO AGREE ON TERM AND CONDTIONS OTHERWISE IT IS NOT SUBMITTED FILE
inspections are no cover by warranty since there is no part involved
IF customer agree warranty terms , schedule cust with the original mech who provided service unless
they don't want work with original mech
preferred inspection appt on warranty /ewsc
do not scheduled JD journement drive mech FOR CEL check engine light/warranty /escalations
Confirm mechanic skill level
book warranty inspections
recognizing invalid warranty claim
-escalation
if customer claim warranty on a service where they provided parts dispues issue , advise them you iwll assist
them and create a cs escalation task for workmanship claim
script / unfortunately since your mechanic doesn't provided warranty coverage for this particular service.
if create workmaship claim need to create asana also
locate asana case # /leave notes/ someone will contact cust
users/ case/ draft
94041 zip code
mka
***************JUEVES 24/03 *******************************
if the issue is related will be COVER/
IF not you will be charge for the mechanic times
customer will be responsible for the mechanic time
zip code/car model make/ job/avaibliity
ZIP CODE/ allow me to confirm our mechanic and times availiabyt inthat area
role play
met line
asana
warranty
*************MEC LINE *****************
rescheduled
ym app
asan to make ann app rescheude for yourself
if mech delicned to use YM APP and rescheduled request sub task to mech ops
if mech request remove unavable for an app
tools/skills/experience
request assistance fROM HQ
Create asana to mech ops to reivews
service fees when mech reach destination but can't complete task/
call direct into the warranty team phone number/asana for call back
possible misdiagnosing the vehicle
cancellation fee and service fees for customer requesting service on wreck car or disabled.
creating ASANA
communication
scroll down to task
click creating task
MEC UP/mechanic reqeust
service fees
customer will lose their benefits when modifying
***************** 25/3/ VIERNES**********
quck question
2008 ford fusion
headlight
gather info /installed headlight/ have the vehicle involve in accident
passenger head light
zip code/
confirm availability
gather info to book since cust agree on amount and eta
complete appt
script for appt
you will be able to confirm your inforamtion at yourmechanic.com
do you agree with term and condition?
manuel
zip code
vehichle
2011 cadillac cps
what seems to be the problem
vehicle
amber morgan
2010 battery tune up all change
2010 prosecute
jean
cust joe
zip code 92555
have your service
professional charge
battery drain
sat
won't start
walmart vehicle
put new battery
electrical system check
****ASANA***************
task creation /to have other team follow up/ we can't resolved create asana for appropiate team
* click commucnation
*scroll /task
* create task
/system will autogenerate/ name/phone/ mechanic/Space to leave note and description of why is being created
(REQUEST AND REASON WHY) BE SPECIFIC
-title
-notes
ASIGNEED: OTTO YM (click on it)
DUE DATE/ same day creating asana
(add project)
PROJECT AND SCENARIO FILE /
cs request queue
cs escalation
cs to speak with sup
warry cust providing part
escalation workmanship
refund cs request queue
escalationfor complaint.
anything mechanic request MEC UP QUEUE
ASANA SCENARIOS :
CS REQUEST QUEUE
REFUND REQUEST 7-10 BUSINESS DAY
extra discount
refund in process/give cust a refund since it was cancelled
extra
CS ESCALATIONS
SUPERVISOR
IMCOMPLETE JOB
COMPLAINT ABOUT MECH bEHAIVOR
WORKMANSHIP CLAIM
CLAIM ISSUE AFTER PART PROVIDED BY CX? MISDIAGNOSE
MECH PROMISE COME WILL BE BACK/ CONTACT MECH/CREATE COMMUNICATION
warrynty request queue
POSSIBLE WARRANTY CLAIM IF YM provided part
mechani callingto to provide their finding/ no need to create new ASANA
customer calling for update resolution/locate their asana and advise customer of callbak/ phone number/ quoto # phone number for warranty team
MECH OPS SUCESS
SERVICE FEE
MECH NCNS (NO CALL NO SHOW) AND RESCHEDULE REQUEST / PAY ISSUES/MASTER MECH ASSISTANCE
if mech doesn't knwo how to handle a task we create a ASANA for master mech
personal emergency so we can keep track of why they keep adding personal emergency /PE/
DONT CALL CAlifornia case QUOTE / HOTEL PRICING CANCELLATION/
details to creates this asana
call in for rescheduled
reason/ please cancel appt request
communcaiton
create task
OTTY YM
TAGS Only for MECHOPS
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