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    SOP - Slack Rooms Purpose

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    Estefania Martinez Rodriguez
    This document provides guidelines for using different Slack rooms based on their purpose. It lists several Slack rooms for communicating about topics like policy updates, parts requests, customer service issues, escalations, mechanic operations, quote finalization, and warranty claims. For each room, it provides brief descriptions of the types of discussions or requests that should be posted there. The overall purpose is to help staff utilize Slack rooms appropriately for different customer service, operations, and support discussions.

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    SOP - Slack Rooms Purpose

    Uploaded by

    Estefania Martinez Rodriguez
    26 views2 pages
    This document provides guidelines for using different Slack rooms based on their purpose. It lists several Slack rooms for communicating about topics like policy updates, parts requests, customer service issues, escalations, mechanic operations, quote finalization, and warranty claims. For each room, it provides brief descriptions of the types of discussions or requests that should be posted there. The overall purpose is to help staff utilize Slack rooms appropriately for different customer service, operations, and support discussions.

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    This document provides guidelines for using different Slack rooms based on their purpose. It lists several Slack rooms for communicating about topics like policy updates, parts requests, customer service issues, escalations, mechanic operations, quote finalization, and warranty claims. For each room, it provides brief descriptions of the types of discussions or requests that should be posted there. The overall purpose is to help staff utilize Slack rooms appropriately for different customer service, operations, and support discussions.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    26 views2 pages

    SOP - Slack Rooms Purpose

    Uploaded by

    Estefania Martinez Rodriguez
    This document provides guidelines for using different Slack rooms based on their purpose. It lists several Slack rooms for communicating about topics like policy updates, parts requests, customer service issues, escalations, mechanic operations, quote finalization, and warranty claims. For each room, it provides brief descriptions of the types of discussions or requests that should be posted there. The overall purpose is to help staff utilize Slack rooms appropriately for different customer service, operations, and support discussions.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
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    SOP - Slack Rooms Purpose

    Please use this guideline for room utilization in SLACK


    Slack - User Guide

    CS_Team_ Comms
    ● Policy Updates
    ● PInning SOP
    ● TalkDesk Issues / updates
    ● CRM issues/ updates
    ● Mech App updates/ issue
    CSall_Parts_Service
    ● Request for Parts to review past quotes questions
    ● Appointment / Repair Request changes
    ● Approval of Price Increase ( place the link to Asana )
    ● Questions regarding if jobs/ repairs performed ( after checking Can Not Perform List )
    ● Parts not available - per mechanic
    ● Labor review request
    ● Checking parts availability for scheduling purposes
    ● If requesting assistance from Parts Dept use “@” symbol ( @parts, then your questions/
    case link )
    Customer Service
    ● Request from Tier 1 for Tier 2 assistance
    ● Asana follow up questions
    ● Customer requesting to speak w/ a specific CS Agent
    ● Refunds ( After Tier 2 has attempted to resolve )
    Escalations
    ● Complaints ( Tier 2 should attempt to hear the concern and resolve first )
    ● Not satisfied with Tier 2 agent resolution ( explanation billing, services provided )
    ● Disputes of charges ( after Tier 2 has attempted to resolve )
    ● Appointment availability ( After Tier 2 has attempted to search /resolve. Do not offer
    Escalations as a resolution until all reasonable attempts have been made by T2.)
    ● Serious mechanic behavior issues ( Must inform Mech Ops Team )
    Mechanic-Ops-Team
    ● Completed Asana link for changes in mech info ( service area, etc.. )
    ● Extremely upset mechanic
    ● Finance Questions ( Cancelation fee paid/ parts charged )
    ● Hiring Mech Line Inquiry ( if the mechanic has stated waiting and no reply )
    Quote Finalization
    ● Requesting Pending Quote to be reviewed
    ● Verify quote if service is over 2 hours
    Warranty Room
    ● Placing Completed Asana link for new warranty
    ● Asana link advising customer has called for update
    ● Asana Link message that mechanic has called to provide update
    ● Asana link with message warranty appointment issues ( mech no show, etc... )
    ● Asana link if customer states declines warranty but wants refund ( Warranty team must
    document the decline and may determine if refund is available to customer )

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