Voted Best Answer
Mar 15, 2017 - 10:26 AM
Mar 15, 2017 - 10:26 AM
Mar 10, 2017 - 11:02 PM
Mar 11, 2017 - 02:59 AM
Mar 11, 2017 - 03:48 AM
Mar 11, 2017 - 04:05 AM
First off, we have no idea of the makeup of the call so we do not know what the h*ll Admin may be referring to here.
Secondly, we or at least I, never referred Outbound calls of any kind to INBOUND DAR. Those are different transactions with different outcomes. However, one thing that is the same is Soft, Declined or Firm. I don’t think that changes anywhere within the DEALERSHIPS umbrella.
@GD - I think you were in such a rush to post this crap that you failed to provide the full meaning of the process. Start by letting us know what the initial concern is (call ids will help) and then follow-up with the conclusion that is provided to you above.
Mar 11, 2017 - 04:37 AM
Mar 11, 2017 - 04:59 AM
Mar 11, 2017 - 05:30 AM
Mar 11, 2017 - 06:42 AM
My apologies GD…I came in on the @ss end of the situation and mistook your thread. I did not know that it was related to another one since I do not follow the forum that closely anymore. Please except my apology.
Mar 11, 2017 - 06:55 AM
No worries, Snow! I understand exactly where you were coming from here. In this example, I would have considered a decline….If the caller was pretty vague about their interest and/or their intention to come. We were very close here, however, when he explained about his hectic schedule but then agreed to come in when he could (through the slang phrase), then that changed the outcome. I would have gone for a decline then but I would have still sided with a soft because sometimes it is hard to show a true decline in cases like this. I like to give the reviewer a break from recking their brains. I know how it feels to be on that other end of the call that you just can't conclude on one or the other for an answer. Otherwise, if the caller never shows interest to visit, is my only straightoforward advice.
Just like, how I informed G when I responded to his FB message about this issue, shortly after getting notice from Vicky, that we cannot always disregard a soft appt without a day or a date.
For instance, “I’m on my way”, could be in a few minutes, few hours or a few days. I have personally heard calls that say that they are on their way but they are coming from a many miles away. These were clients that were taking a trip and their travel time was within a week. Here, this is not a day or a date but we are not discounting the appt because of the slang phrase.
I think Admin try to address the immediate concern but do not realize that there are other calls that fit into the same situation that will not apply or vice versa. Until, they are truly in the thick of these calls they will never understand that basic concept. These soft appts are the blues. I think it should be firm or nothing personally and then that way they do not have to worry about how close to soft or decline the discussion was. Simply, because ppl perceive vague things differently. That is why they are called vague and vague equals soft.
Another example, is “next month”, that is a date but many discount this as declined because it is not saying April 15 th , etc. We don’t truly know the real-time of these calls so we are skeptical when the word “month” is stated. Such as, “I will be there some time this month”, that’s soft to me, but is it to others? Therefore, you see this soft thing is hard to review and even harder to mediate. This is why, we have provided so many GA’s in this area because we still do not have a definite guidance on what is best when those types of situations present us.
In conclusion, decline is one of my favorites. Because when I hear one of those "dry @ss" (lol) conversation about inventory and the agent extends an invitation. I almost know immediately what the outcome is. If there is no assurance of an interest to come or the caller response with a “possible” callback if they are interested in coming, those are the ones that we can truly hit as decline.
Let’s face it, these calls are cumbersome and some fit right in the borderline of the others. Just like a call that is right between 10 and 11 seconds connecting to a qualified agent. We resolve them by giving credit to both; such is the same that we do for those in between appts.
To my understanding, we were supposed to receive a user friendly OV for these cats. I guess we are still waiting. :P @Snow, I can help you to get comfortable with mediating such calls as this. Just let me know when a concern presents itself. I’m faster reached by FB. Note: In case you were not aware, you can always go back to a call that you are awaiting guidance on within a 24 hour timeframe. So, send me a message and then keep on to the next call. Please make sure you send me the link. Good luck to us ALL! Happy Reviewing y'all!
Mar 11, 2017 - 07:23 AM
Mar 11, 2017 - 10:38 AM
Mar 11, 2017 - 11:26 AM
Mar 11, 2017 - 11:49 AM
Mar 11, 2017 - 01:22 PM
Mar 11, 2017 - 01:25 PM
Mar 11, 2017 - 01:27 PM
Mar 11, 2017 - 02:00 PM
Mar 11, 2017 - 02:12 PM
Mar 11, 2017 - 02:24 PM
Mar 11, 2017 - 02:35 PM
Mar 11, 2017 - 02:46 PM
Mar 11, 2017 - 02:57 PM
Mar 11, 2017 - 09:08 PM
Mar 12, 2017 - 12:13 AM
Mar 12, 2017 - 03:37 AM
*screams and bangs her head on the wall*
So what now, guys? Re this CW: OAO, formerly, we follow same rules with ROFC. That it is not SOFT unless with date at least. So I adjust.
Then, they tell it is more like Car Wars, that just a bit of interest to show up at the dealership even without dates or anything makes a call SOFT. I again adjusted my choice in call reviews.
And now, are you guys saying that showing interest alone will not be considered again as SOFT?
Have pity on us, reviewers, who are doing our best to do our task correctly and avoid penalties. Huhuhu.
Mar 12, 2017 - 08:31 AM
Mar 12, 2017 - 02:22 PM
Mar 12, 2017 - 06:27 PM
In addition, pardon me for not detailing the call that I mentioned previously.
“I’m on my way is the same as “We are on our way”. And that is what was stated by the caller in this particular call. The call followed with something to this effect: “…yeah we are going to visit a few family members along the way so we will be there in a week or so”. Therefore, this was not a day nor a date. So what’s the difference between this and any other vague timeframe provided in these calls? So, what really is declined, ThundaPants? I ask you because you are the one seeming to have blue balls about it. So wassup?
Mar 12, 2017 - 06:39 PM
Mar 12, 2017 - 06:42 PM
Mar 12, 2017 - 09:11 PM
Mar 12, 2017 - 11:09 PM
Mar 12, 2017 - 11:59 PM
Mar 13, 2017 - 12:09 AM
Mar 13, 2017 - 07:20 AM
Mar 13, 2017 - 08:46 AM
Mar 13, 2017 - 03:34 PM
Mar 13, 2017 - 11:32 PM
Mar 14, 2017 - 01:18 AM
Our hardworking admins (support team) always have the last say. And it's great seeing them correcting mediators who make confusion and making their own version of the overview. It's not good claiming that calls are to be marked as such without even consulting from the support team.
This forum is made for clarifying and validating calls that need secondary check. But there are group of mediators who are like gangsters and start fight with Humans who just wanted a secondary check. Even one old mediator (who claimed herself as senior, without even an announcement from the admin that she is) blatantly insults the admins (badmouthing) in this forum. I agree that you might need a rest from this forum to avoid toxifying the platfrom with your arrogance. The admin already intervened the call several times and you still boisterously ignored the admin's stand/position.
You are just a mediator. You might need a reminder and bookmark that page where you disrespected the admin :)
Mar 14, 2017 - 03:35 AM
Glad to see the Humanatic Support administrator intervened.
Mar 14, 2017 - 05:44 AM
Mar 14, 2017 - 05:59 AM
Mar 14, 2017 - 05:59 AM
Mar 14, 2017 - 06:08 AM
Mar 14, 2017 - 11:06 AM
Mar 14, 2017 - 04:48 PM
This may help with all the confusion. See below the info I have provided to all "my mediators" (wait for the a-holes to critique that, lol). Thank you graciously to those that continue to support me. For you are the reason that I keep coming back to this retched place. Now, this same person will change their acct and ask me for help and I will never be the wiser. So, for that reason I will no longer accept ANY GUEST inquires. I know, I know.... bad guys ALWAYS mess it up for good ppl but we will find a way. Continue to be patient as we sort through all this mess. Before, I forget lets give a great thank you and blessing to Honesty because she had it right from the beginning. THANK you, my guidance and greatest supporter! Even when no one else can see......Ok, enough of me being motor mouth. Herer goes....
This is an example of the post that Honesty had that GD posted in the forum.
I believe we were all confused because we were focusing on the entire message. It did not make much sense then. However, part of that msg only applied to the call that they had directly; something that, if we did not hear and document then we cannot retrieve again now because it is well passed expiry. Nonetheless, there is partly some beneficial information here. Please keep reading below:
This is a quote from Admin:
“A soft appt is when a customer agrees to come but the agreed upon time IS NOT within a 45 minute timeframe.”
For example: Yes, we will be coming out Thursday.
In this example, the customer agreed to a day but not a time. So it’s considered Soft.
Attention (info also retrieved from that msg):
Even if the customer shows interest in coming in but an appt IS NOT agreed upon during THIS conversation. And the customer will callback when his is ready to set an appt; this invitation is considered DECLINED.
Thus, if the customer or agent states that they will callback to set up something then it is a DECLINED invitation. Only then, when the customer or agent calls back will the agreement be met. Exception to the rule is if a day or date, etc is mentioned.
Remember, that this DOES NOT include, discussion where the a day or date is mentioned.
Acceptable words are, tomorrow, today, Tuesday(or any other day of the week), next month by the 15 th , April 1 st , etc.
There MUST be and I repeat MUST be a day referenced. Such as, Christmas Eve, on St. Patty Day, or any of those examples above. (If others can think of anymore examples then please get involve and share it amongst us.
This and the Decline/ Soft examples should get you on a firm start, no pun intended. And as always, I am just a click away.
Thanks for your patience and attention to this while we iron out the kinks on our own unfortunately.
NOTE: Any other part of that msg is obsolete. We have drained all we needed from that well. :P Regards
Mar 14, 2017 - 05:17 PM
Mar 14, 2017 - 06:49 PM
Mar 14, 2017 - 08:51 PM
Mar 14, 2017 - 08:56 PM
Yeah, she's making more confusion for simple overviews. Whenever someone doesn't agree she exposes that mediators name in here and shame them like what she did with Hora... and many more who doesn't belong to her group of b.. mediators.
Her followers are like her. It's good that Hon.... is not like her at least.
Mar 14, 2017 - 08:57 PM
Mar 14, 2017 - 09:31 PM
Mar 14, 2017 - 09:37 PM
Mar 14, 2017 - 09:44 PM
Mar 14, 2017 - 09:46 PM
Mar 14, 2017 - 09:55 PM
Mar 14, 2017 - 09:57 PM
Mar 14, 2017 - 11:02 PM
Mar 14, 2017 - 11:04 PM
Mar 14, 2017 - 11:06 PM
Mar 15, 2017 - 10:23 AM
Mar 15, 2017 - 11:24 AM