Swoop_Nesting

What is the first important question you need to ask the customer when they call us for a roadside assistance?

• How can I help you?

• Are you in a safe location?

• What is your name?

• Do you want to receive a text message on this number?

When you click NO in "Customer in a safe location?" What is the error message you'll receive?

• Save draft.

• Click here to proceed.

• Swoop error: wyaHwk019T21j

• Click here for 911 Transfer

My. Jones calls in for a battery jump service, Mr. Jones is not covered. Offered out of pocket expense but Mr. Jones does not want to pay for the service and stated he will never give us a call back and hung up the phone. Should we delete the draft ticket or not?

Customer called in for a roadside assistance service and there's no pop up notification. You checked the phone number and there's no ticket. What is the next step you must do?

• Transfer the call to appropriate department.

• Transfer to One Road.

• Click "New Job" in swoop to create a ticket.

• Advise customer to secure a service on their own or call local authority

Alert ETA Expired : You called the SP and confirmed that driver is 15 minutes away from customer's location. What would be the next step?

• If onsite confirmed by customer, move status to On-site. Alert Resolved. End Task

• If updated ETA contained, update ETA in Job form. Alert Resolved. End Task

• Re-assign the ticket and document in swoop notes "Job Re-assigned after ETA extension and Partner still unresponsive.

• Advise the customer that the service provider is nearby and update the ETA based on the LIVE ETA being shown in swoop.

Alert Customer Replied Partner Not On Site: Customer called in and stated partner is not onsite. In swoop there's a live ETA of 5 minutes. You called the driver and stated they are nearby. What would be your next step?

• If onsite confirmed by customer, move status to On-site. Alert Resolved. End Task

• Add swoop notes you attempted to reach the customer and left a message. Mark as GOA

• Advise the customer that the service provider is nearby and update the ETA based on the LIVE ETA being shown in swoop.

• Do not mark as GOA. Select Cancel Job then Customer cancelling. A GOA invoice will be automatically created for the service provider.

SP calls in and state they will not continue the service and requires a GOA, new SP is needed. Customer still requires service. What would be your next step?

• Create Duplicate Job. Mark original job as GOA.

• Add swoop notes you attempted to reach the customer and left a message. Mark as GOA

• Do not mark as GOA. Select Cancel Job then Customer cancelling. A GOA invoice will be automatically created for the service provider.

• Re-assign the ticket and document in swoop notes "Job Re-assigned after ETA extension and Partner still unresponsive.

Can we provide on top of PO and secure a service with 45 minutes ETA or less for American Family (Dispatch)?

What does NAC means?

• National Auto Care

• Negotiated Added Charge

• Newly Added Charge

• National Agero Corporation

Customer pick up location is a restricted area. How can we dispatch the ticket?

• Warm transfer the call to P4 at 1120. Provide the P4 Associate with the Job ID, Name of the customer and any information you may have about the reason for the callback.

• Provide AER and advise customer you can email them a damage claim form

• Call and refer to Accident Management team.

• Go to Knowledge Center to check the assigned SP/Police Department on the area