Let's talk about the guidelines for Emergency POCs.
What exactly is considered an emergency?
An emergency is a situation that is considered a danger to your client or putting their vehicle at risk. Anything outside of this isn't an emergency, we should follow the standard POC steps.
Examples of emergencies
The client is stuck in an unknown place.
Client's vehicle is located in an area at risk of being towed (fire lane, private property, etc.)
Potential device issue (Needs to be confirmed with leadership)
The client was scheduled for an appointment at a service center and their appointment could not be fulfilled when they showed up. (This only applies if the client turned the vehicle off before calling us)
What should be considered before offering an emergency POC?
THE STATE RULES. Not every state allows codes, and some states have certain requirements that the state requires for us to follow. These should be carefully considered BEFORE you offer an emergency POC.
The type of device the client has. In the example above the client has gone to the service center and received a POC. An FC100 device cannot receive more than one code in 24 hours.
Is the device able to accept a POC? A POC cannot fix everything you should assess all the factors in the situation. Issues that a POC wouldn't fix.
Vehicle with a low/dead battery
Vehicle that has electrical issues
Devices with an error code
Devices with a wiring issue.
Offering the emergency POC
Once you have considered the factors above here are the next steps to take.
If you are override trained you should proceed to give the client a code and make sure to notate the account.
If you are not override trained you should be reaching out to the Leadership assistance chat. DO NOT SUBMIT AN OVERRIDE REQUEST.
Payment
All clients are expected to pay for the POC code unless advised by SOP or Leadership. We should only be asking for the code to be waived if the situation is our responsibility or the client inquiries about waiving the fee.
Please keep in mind that clients have ample opportunity to get serviced before they went into Perm lockout.
Reminder: CSG does not cover emergency POC request.
Comments