Hi Team,
On Monday, March 18th, we will be making adjustments to the dispositions on the PreInstall Onboarding line to include five specific category buckets. It is crucial that we carefully review the dispositions and choose the one that best matches the conversations. The category will display first the reason for the call and then the outcome of the call. Once the appropriate category is selected, the result of the action should be chosen. Below are the category buckets, along with the reasons and examples for each.
Category Buckets
General
Reschedule - Rescheduled
Reschedule - Cancelled
Cancel - Rescheduled
Cancel - Cancelled
Reason for the Request
When considering why an appointment had to be changed, was it due to a competitor situation, shop situation, agent situation, or customer situation? Below are some examples for each reasoning:
Competitor – closer locations, better pricing, appointment availability, etc.
Shop – inventory, availability, upcharging, distance, etc.
Agent – misquoting, call etiquette, etc.
Customer – missing paperwork, not ready, no ride, no vehicle, etc
Please note that it is important to hover over the disposition to fully read what you are selecting. Dispositioning accurately is imperative.
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