Customer is calling in because their steering wheel will not turn. Is this a tow Service?
Yes, it is. Most likely the customer has a mechanical issue with his/her transmission.
Customer is calling in for a broken windshield. Do we use Vehicle Inoperable and notate in Job Details, the broken windshield?
Yes, in many states, it is illegal to drive with a broken or shattered windshield.
If a customer receives a flat tire on a busy interstate, the SP will tow the vehicle to a safe place to change the tire. True or Flase?
TRUE , Safety First! We never want our Service Partners to work in dangerous situations.
Customer is calling in because their vehicle is leaking fuel. Do you immediately set up a tow?
No, advise the customer to call 911. The fuel must be cleared away before we can set up a tow.
Customer calls in for a Jump Start, he has already attempted a Jump start. Do you set up a Tow?
Yes, set up as a tow because customer has already attempted a jump start
Customer calls in because they are in the interstate and the vehicle stalled while they were driving. Customer is requesting a jump start. Is this the correct service?
No, when the vehicle stalls while the customer is driving it is usually a mechanical issues. Please advise the customer that a tow is a better choice.
Customer calls in because they hit a curb and their tire is flat. The rim is also bent. They have a good spare tire. Do you set up a tow or a tire change?
TIRE CHANGE. If the customer has a good spare, the SP can replace the spare with the damaged tire and rim.
Customer is calling in for a flat tire, customer has 3 flat tires, and a good spare. Do you set up a tow?
No, the SP can change one of the flat tires. That leaves 2 flats and we can tow the vehicle.
Service provider is calling back because they are unable to remove the locking lug nuts on the wheels. Do you change the service to a tow?
Yes, the dealership is the only one that has a universal key to unlock the lug nuts.
Customer is calling in because the ignition key is broken off in the ignition? Do you set up a tow?
Yes, the dealership will have to remove the ignition switch and broken key and then make a new key for the customer