Post by GBS-PF on Mar 21, 2007 20:15:26 GMT -5
Q: If I get an answering machine that mentions a name that's totally different from the name on the survey, what should I do?
A: Treat it like any answering machine--just use "no answer" (or try the second number, if there is one). The speaker may be a spouse/roommate/parent, so we don't want to assume it's not a viable contact.
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Q: Do I have to post Spanish speaker requests for Infinity?
A: No, you only have to post Spanish speaker call-back requests for shops. Be sure to mark Infinity surveys in need of a Spanish speaker with a single * before the customer name. Our bilingual surveyors will go through and complete those from the list.
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Q: What do I do if the customer doesn't speak English or Spanish?
A: First ask if there is anyone else you can talk to. If that doesn't work, unfortunately we have to Fail - Other Reason. At this time we just don't have the staff to support surveys in languages other than Spanish or English.
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Q: Which questions have to be answered for a body shop survey completion?
A: The questions about paint, body, and "would you recommend the shop" (1,2 and 4 on the standard survey) must be answered in order for there to be a completion for a body shop survey. If they say "Just mark everything as good,"--just sneak in: "So the paint and body repairs were okay, and you'd recommend the shop?" If they say yes, mark the answers for those 3, leave the rest blank, and add a Compliment/Body Shop "Everything was fine at the shop." If you can't get an answer for those three, then we can't complete the survey--in that case, it's a refusal if they hang up before answering. Don't assume answers without asking questions, and always ATTEMPT to ask all of the questions.
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Q: What counts as a completion for Infinity surveys?
A: Any answer at all counts as a completion for Infinity. You always need to attempt all the questions, and record all comments, but you may complete the survey even if you have only 1 answer (for Infinity only).
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Q: How do I turn off the ringer on my cordless headset phone?
A: For most of the phones that you have, here's the procedure:
1. Click the the Mute/Menu button (2nd one under END on the right)
2. The arrow will be next to Ringer Volume. Click the CH/Select button (under Mute).
3. Use the arrows to navigate to "Ringer Off". Click the CH/Select button again.
When you hang the phone up, the display will read "Ringer Off."
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A: Treat it like any answering machine--just use "no answer" (or try the second number, if there is one). The speaker may be a spouse/roommate/parent, so we don't want to assume it's not a viable contact.
---------------------------------------------------------------------------------
Q: Do I have to post Spanish speaker requests for Infinity?
A: No, you only have to post Spanish speaker call-back requests for shops. Be sure to mark Infinity surveys in need of a Spanish speaker with a single * before the customer name. Our bilingual surveyors will go through and complete those from the list.
----------------------------------------------------------------------------------
Q: What do I do if the customer doesn't speak English or Spanish?
A: First ask if there is anyone else you can talk to. If that doesn't work, unfortunately we have to Fail - Other Reason. At this time we just don't have the staff to support surveys in languages other than Spanish or English.
-----------------------------------------------------------------------------------
Q: Which questions have to be answered for a body shop survey completion?
A: The questions about paint, body, and "would you recommend the shop" (1,2 and 4 on the standard survey) must be answered in order for there to be a completion for a body shop survey. If they say "Just mark everything as good,"--just sneak in: "So the paint and body repairs were okay, and you'd recommend the shop?" If they say yes, mark the answers for those 3, leave the rest blank, and add a Compliment/Body Shop "Everything was fine at the shop." If you can't get an answer for those three, then we can't complete the survey--in that case, it's a refusal if they hang up before answering. Don't assume answers without asking questions, and always ATTEMPT to ask all of the questions.
-----------------------------------------------------------------------------------
Q: What counts as a completion for Infinity surveys?
A: Any answer at all counts as a completion for Infinity. You always need to attempt all the questions, and record all comments, but you may complete the survey even if you have only 1 answer (for Infinity only).
-----------------------------------------------------------------------------------
Q: How do I turn off the ringer on my cordless headset phone?
A: For most of the phones that you have, here's the procedure:
1. Click the the Mute/Menu button (2nd one under END on the right)
2. The arrow will be next to Ringer Volume. Click the CH/Select button (under Mute).
3. Use the arrows to navigate to "Ringer Off". Click the CH/Select button again.
When you hang the phone up, the display will read "Ringer Off."
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