Training Basics
Which Of The Following Is An Example Of An Empathy Statement When The NI Says "It Is 50 Min Past The ETA You Gave Me, This Is Unacceptable When Are They Getting Here!?"
Im sorry to hear that, can I get your service order number?
No worries I can help, who do I have the pleasure of speaking with?
I do apologize about the delay, I Know how frustrating that can be. Let me open up your service order and find out what the cause of delay is. Can I have your service order #?
I can go ahead and check on your service order to see what the delay is. Usually this doesn't happen
What Call Type Would You Choose If The Caller Requested A Jump Start Service, But Right When You Were Filling In The Vehicle Tab The Caller Requested To Cancel The Order
Cancel After Dispatch
Cancel before dispatch
Dispatch
Info
What Is The Correct Definition For No Customer Left Behind
Always striving to put integrity and character above all else
Getting up when knocked down. Showing mental toughness.
The one thing we can control every day. Attacking every day with passion and optimism.
We always say yes before no. Going above and beyond to help the customer.
Which One Of The 5 Core Values Does The Following Sentence Best Describes. "Perfection Is Not Attainable But If We Chase Perfection, We Can Catch Excellence"
Seekers of Growth
We Do The Right Thing
Choose A Good Attitude
Grit
True Or False. Tow Is The Only Service You Can Do Unattended.
False
True
What Two Services Can We Combine Together
Winch
Dollies
Tow
Tire Change
Fluid Delivery
Lockout / locksmith
What Does Same Disablement Does Not Apply Mean
Client has put a stipulation on how and why service is provided
Client does not have a stipulation and we would offer standard limits according to the Client’s SOP/WordTrax
Client can have as many services as they'd like
Client cannot call in for the same service within 72 hr timeframe
What Is The Limit For Our Hold Time
1 minute
2 minutes
3 minutes
4 minutes
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