Process Meeting 4-22-20
Vehicle Return Reason Quiz
Test your knowledge on valid vehicle return reasons and handling customer inquiries effectively. This quiz is designed for those in the automotive service industry who wish to enhance their understanding of customer interactions.
- 11 multiple choice questions
- Focus on COVID-19 related inquiries
- Useful for dispatchers and customer service representatives
"The customer was informed we would pick up the vehicle." Is this a valid VR reason?
NO
YES
"Customer will not return vehicle to branch personally due to fear of COVID-19" Is this a valid VR reason ?
NO
YES
"Callers foot is broken and can no longer drive." Is this a valid VR Reason?
NO
YES
"Customer will not return vehicle to branch personally due to fear of COVID-19." Is this a valid VR Reason?
No
YES
"Is Jason N/A" an acceptable name for a dispatch?"
YES
NO
When selecting a tow destination we should choose a location within 50 miles of the breakdown location?"
True
False
We are able to provide RSA services to Truck Rental Customers?"
YES
NO
Customer has 2 or more flats do we always take these vehicles to Tire shops?
Yes
No
Customer does not want to ride along, get in 3rd party transportation, and has no ride to a safe location what solution do we provide?
Tell them to find figure it out
Call back later when they have secured a ride
Advise them to call 911 to get them to a safe location
Agent can't locate a customer name on a AAA Callback what do you do?
Advise we can't find them and end call... Sorry! We can't help
Try asking for Plate and State or last 8 of the Vin?
Go get a supervisor
Tell them we can't find the customer and advise to call back with RA because that is all we can search by
Customer prefers a ride along but AAA is not currently able to provide that service what should I do?
Advise they will need to find their own method of trans
Get the call to a supervisor and use the urgently portal
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