Recall QMC-November

In which section should the additional FSA code be under?

• Cust Says:

• CRC Adv:

• Per Customer, Dealer Says:

• Contact VIA:

Under CRC ADV section, what information you need to document?

• All advised by the previous agent stated by the customer.

• Specific details provided by the customer.

• Information given by the dealership to the customer.

• All the information provided by the CRC agent (resolution/education).

If a customer is calling about an AIRBAG recall, where do we escalate the case?

• Recall Escalation Team NA CRC

• US Ford SUV

• US Ford Truck

• Tier 1/IVT

True or False: We should not provide the customer's information to the dealer.

• True

• False

Tags

CCSS.RI.1.3

CCSS.RI.1.5

CCSS.RI.2.5

CCSS.RI.K.3

CCSS.RI.K.5

All of the information below are markdowns under DISPOSITION, except for one.

• Incorrect Case Classification

• NO VIN/Incorrect VIN

• Failed to populate delegate's information.

• Failed to update customer's phone number.

Customer wanted to schedule a recall appointment. You have confirmed that there's a recall and you had verified customer's information. What's your next course of action?

• Locate the closest dealer, contact the dealer then cold transfer the call.

• Locate the closest dealer, contact the dealer, and provide the customer's information to the dealer then warm transfer the call.

• Transfer to Tier 1/IVT

• Transfer to Ford Credit

Vehicle Concern: Failed to populate the mileage is under what parameter?

• Disposition

• Verification

• Documentation

• None of the above

The customer received a 14M02 letter and he is experiencing issue with the transmission. What would be the correct Level 1 Case classification?

• Vehicle Concern

• Vehicle Inquiry

• Recall

• None of the Above

True or False: If the customer is the registered owner. We should update the vehicle ownership.

• True

• False

True or False: Customer provided the updated mailing address. We should not save registered owner's updated mailing address.

• True

• False

Tags

CCSS.RI.1.3

CCSS.RI.1.5

CCSS.RI.2.3

CCSS.RI.K.3

CCSS.RI.K.5