Hi. Can you please help me clarify what are the correct selections on these Service Setter Consolidated scenarios.
1) Caller called in saying that his vehicle had a "fender-bender" issue and in service at the moment. Is the description "fender-bender" can be concluded as the vehicle is in the body shop/collision department only? Or it can be addressed too in service department? I have audit on this and the mediator says it's an existing appointment. I have tagged it not an appointment opportunity since I'm used to tagging this kind of vehicle issue for body shop/collision department. 2) Caller asks agent about services and fees. Agent explained everything to the caller. At the end of conversation the caller said " I will just scheduled my appointment online" then call ends. 3) Caller said he will call other dealership close to his location. 4) Agent in parts department tells the caller that he already spoke to one of the service guy and just come by to check his car battery. 5) Caller called in for a recall, agent said there are no parts available and did not offer to call the customer back when the parts arrives.
Thanking you in advance for your take on these scenarios.
Question ID: 2302931Status: OpenJun 01, 2017 - 05:15 AM