Scheduler word track

[jp116393]

Does anyone have a good word tracks for a scheduler? Even some good suggestions on what to cover or ask the customer when on the phone would be extremely helpful.

We are training a new scheduler and thought it might be easier to show her some examples or give her some ideas.

Thanks,
Jason

[Gene]

Jason,

After a warm greeting on the phone we ask for a phone number pretty early in the conversation in case you dont have caller ID. Just a way to cross reference in your DMS if it is your customer or a CSI customer or first time in customer never in your store before. Its much easier to know who your dealing with.

[RKing]

Jp,
After getting through the reason they called in the first place and asking the important diagnostic questions,
How about " have you had your factory scheduled maintenance done based on today's mileage?" A simple closed ended question could open the door for further discussion about what is needed either on the phone or when they bring it in for service by the advisor when they are doing thier walk around with the customer.