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QA Stuff Covered or Not Covered Short-keys Important Numbers for Service Contracts Emails and other Depts
100
What is Additional Assistance
What should be offered at the end of every call?
100
What is Not Covered
The door to the customer's refrigerator was installed incorrectly and needs to be reinstalled.
100
What is the VER1 shortkey
What shor-tkey do you use if you are setting up a brand new claim?
100
What is 30 days.
How long does a customer have to wait in order to receive a check?
100
What is followup@newleafsc.net
What is the email address for the queue that your supervisor and lead works?
200
What is "Thank you for calling the customer care team. My name is (insert name), can i please have your first and last name?
What is the opening script for inbound calls?
200
What is Not Covered
The handle to Sally's refrigerator broke off. She cannot open the door to her fridge.
200
What is the Recall Short-key
What short-key do you use whenever you have to create a recall claim?
200
What is 3 months
How long does a customer have to reach out to us if they want to renew their service contract?
200
What is the claims dept
If a customer needs to confirm if their food loss receipts was received, which dept would you reach out to in order to confirm this?
300
Our SL team will contact you in 1-2 business days with the name and Ph# of a SP in your area.
What expectation do we set with the customer if we have to send their claim to SL?
300
What is "Not Covered"
John's Dryer is unleveled, thus causing a banging noise whenever he tries to use the unit.
300
What is the ADH Short-key
What short-key should you use if you have to set up an ADH claim?
300
What is 72 hours
When we create food loss claims, how long does the customer have to send us a list of the items they've lost ?
300
What is Pre-Approvals
Jimmy is calling in. You review his claim and see that we are going to make the customer a settlement offer. Which dept do you transfer Jimmy to?
400
What is "Thank you for being a valued customer, have a great day!"
What is the closing script that should be used on all calls with customer?
400
What is "Not Covered" It is the customer's responsibility to make the unit accessible.
Susan is upset that she has to unstack her washer and dryer for her upcoming repair and wants you to request a second man from the SP to unstack the units.
400
What is the Missing Check Short-key
What short-key should you use if you need to email our Accounting Department to stop a check and reissue another one for a customer?
400
What is 2 weeks
How long after a unit is repaired does a customer have to purchase the items submitted on their food loss list and send us the receipts once the repair is completed?
400
What is servicenetwork@newleafsc.net
What is the email address for our service located dept?
500
What is a "Willingness to assist."
What should we always express at the beginning of the call to let the customer know we are willing to help?
500
What is "Not covered." Advise to do trouble shooting with the MFG first and call back if they say service is needed.
Daniel's has advised that his refrigerator is working fine but it's always running. He wants us to send someone out to check out the unit.
500
What is the Furniture Stain Short-key
What short-key should you use if you have to create a furniture claim for a covered stain?
500
What is 30 days after the contract expires
How long does the customer have to send New leaf their 50% back documentation?
500
What is the Pre-Approvals Dept
Tom the SP, is advising you that they went out to service a cust's appliance and it is not repairable. Which dept should you transfer Tom to so that he can supply them with that info?




Final Review #2

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