Question 1

What is an Active Leak?

Accepted Answer

Water or Gas is actively discharging.

Answer

The customer had to shut off gas/water to stop the flow.

Answer

There is standing water.

Answer

The leak was existing PRIOR to team's arrival.

Question 2

When populating an Email for a claim, the recipients should be John Paden, Sunny Gale, Crystal Martinez, Call Center Management and ------

Accepted Answer

Local Site GM

Answer

Local Site Regional

Answer

Local Router

Answer

Company President

Question 3

Which of these are NOT appropriate for a claim, here at Freight Rite?

Accepted Answer

Order Refund

Answer

Vehicular Accident

Answer

Haul Away of Wrong Appliance.

Answer

Dropped Appliance

Question 4

When a customer calls in, reports they have been working with someone in claims. Should you...

Accepted Answer

email claims including any processor they say they work with.

Answer

Transfer to Sunny Gale.

Answer

Email Claims managers only.

Answer

Transfer call to the processor handling claim.

Question 5

For any and ALL existing claims, please include John Paden.

Accepted Answer

False. He should be on new claims and active leaks only. Unless its a freight claim.

Answer

False. Only include John on new claims and active leaks.

Answer

True. He should be on all claims emails. Period.

Answer

True. He prefers to be on new and existing, but not active. Sunny handles active leaks, solely.

Question 6

What is the protocol if a team can not fit their truck down a path and want to submit a Small Truck Request?

Accepted Answer

Contact the router to see what you are able to advise.  Send email to that local Gm and router in addition to your own management. Have the team take photos.

Answer

Advise the next available and email site of request.

Answer

Grab your manager to handle the request, as it is part of their duty. They will get a copy of the team's photos anyway.

Answer

Advise the team to send pictures to their management and email the location with the issue so they can contact the customer themselves.

Question 7

What does RTWH stand for?

Accepted Answer

Return To Warehouse

Answer

Retry This With Help

Answer

Radial Totals Withstand Heat

Answer

Road To White House

Question 8

When in DMS notes, you see an entry that states" CCI verify TF" - what is this rep reporting?

Accepted Answer

Customer Called In to verify Time Frame

Answer

Customer called in to verify top fabrication.

Answer

Customer Cant Idle. Verify Timely fulfillment

Answer

Customer Cancelled Item. Verified Too Far

Question 9

When on the DMS notes, you see an entry that reads "SPKW CX ADV contact POP"- What is that rep reporting?

Accepted Answer

Spoke with the customer, advised they need to contact point of purchase.

Answer

Spoke with team captain. Advancing contact of point of persons.

Answer

Supervisor paged kindly-worded. Carrier Cancelled. Advised to contact Point of Purchase.

Answer

Safety regulations wade caution for advancement. Contact point of purchase.

Question 10

What is an acceptable amount of time to have a customer on hold?

Accepted Answer

5 minutes or less

Answer

2 minutes or less

Answer

15 minutes or less

Answer

10 minutes or less

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