Notes

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