CallCenterScript20110506-Chinese.doc
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1、CADA Warranty Call Center Script中国汽车流通协会(CADA电话中心话术稿)Call Center Conditions 电话中心条件1) The hotline number will be shown on the certificate that the second hand car market issues to the customer;热线号码需要被显示在保修证书上,二手车市场发送给客户2) When customers call, the greeting will be presented as the “Car Care warranty p
2、rogram”;当客户致电,问候将会体现出“爱车保项目”3) Hotline open hours will be 7 days per week between 6am and 10pm热线电话时间为每周7天,上午6点到晚上10点4) The hotline is to be the first point of customer contact, which will serve the following basic function:热线电话是客户合同的重点,将基于以下基础提供服务a. Claims notification Aon call centre will be the 1s
3、t point of contact for claims.索赔通知电话中心是索赔第一步i. Direct customer to the near repair shop;指导客户去近的修理厂ii. Collect basic information of the problem;收集问题的基本信息iii. Log the basic detail into the Danni system;将基本信息录入系统b. Complaints to keep a complaints log投诉-记录投诉c. Incorrect details on policy documentation (a
4、mendments) or changes to advise the customers to the Used Car Market (“UCM”) in order for the UCM to amend the Danni system.保单文件上不正确的信息修改或改变建议顾客去二手车市场,以修改中信息d. Customer loses schedule to send the customer to the UCM in order for the UCM to print another copy of the schedule.客户丢失保修证书建议客户去二手车市场,以便市场重新
5、打印给客户e. Request to transfer a policy to send the customer to the UCM in order for the UCM to process the transfer request.要求保单变更建议客户去二手车市场,完成变更手续 f. Request to cancel a policy Normally no cancellation requests expected because the customer believes the warranty is free of charge (as it is included i
6、n the price of the vehicle). But if a cancellation request occurs the Aon call centre will send the customer to the UCM in order for the UCM to process the cancellation.要求取消保单一般来说不允许取消,因为客户认为保修是免费的(因为包含在车价内)。但是如果有取消的请求,电话中心需建议客户去二手车市场以取消保单g. General product or policy inquiries 一般产品或保单咨询 GREETING 问候G
7、ood morning / afternoon, this is Car Care Warranty Call Center, my name is XXXXXX what can I do for you?早上好/下午好,这里是爱车保服务热线,我是xxx。有什么可以帮助您的?核实客户有哪方面的问题,是关于汽车,还是维修,或者是他/她的保单?接着遵循以下话稿流程Claim notification: Procedure A 索赔通知:程序AComplaint: Procedure B 投诉:程序BIncorrect details on policy documentation: Proced
8、ure C 保单信息错误:程序CCustomer loses schedule: Procedure D 客户丢失保修证书:程序DRequest to transfer a policy: Procedure E 保单转让:程序ERequest to cancel a policy: Procedure F 取消保单:程序FGeneral product or policy inquiries: Procedure G 一般产品或保单咨询:程序GProcedure A: Claims notification 程序A:索赔通知 IF CUSTOMER HAS A CAR PROBLEM 如果客
9、户汽车出现了问题1) May I have your name please? 请问您叫什么名字?2) Could you please give me Policy number or vehicle information? 请您报一下保单号码或车辆信息。 YES: Claim Manager -Enter New claim then find and check if policy existing in the system 客户可以报出信息:(车辆信息如VIN,汽车注册号,丹尼系统保单号-索赔经理-录入索赔并且确认在系统内是否为有效保单) Found Policy in the s
10、ystem 在系统内找到保单(步骤3)o Policy not found in the system: Mr. XXXX, your policy is not existing in the system. Please check if your VIN, Vehicle Registration no., Policy number is correct? you can contact to the Used Car Market (“UCM”) in order to check and amend your policy details if its incorrect. Use
11、d Car Market (“UCM”) telephone number is : XXXXXXXXXXXX. Thank you very much for your call. Have a nice day. 在系统内未找到保单:xxx先生,你的保单未存在于系统中。请核实您的VIN,汽车注册号,保单号是否正确?(如果以上号码都是正确的,但仍然无法在系统中找到保单)请您联系二手车市场,修正您的保单内容。二手车市场电话为XXXXXXXX。非常感谢您的来电,祝您愉快。电话结束o NO: Policy/Vehicle information is necessary to process th
12、e claim. We apologized that we cannot process the claim without vehicle information. Once you are able to get the information please call us again from 6 AM to 10 PM. Thank you very much for your call. Have a nice day. 客户无法报出信息:保单号/车辆信息是报修流程的必须信息。我们很抱歉,如果没有这些信息将无法提供保修服务。当然一旦您获得了保单号/车辆信息,请在早上6点到晚上10点
13、间再次拨打我们的服务热线。非常感谢您的来电,祝您愉快。电话结束3) What is the date that you found the problem? 请问您是什么时候发现这个问题的?4) May I have your current vehicle mileage please? 请您车辆目前的公里数是多少?如果保单有效,核查汽车公里数及保单失效日期 Policy valid 保单有效继续步骤4o Policy is not valid: Mr. XXXX, your warranty is already expired. . Thank you very much for you
14、r call. Have a nice day. 保单失效:XXX先生,您的保单已经失效。告知客户该车辆的保单有效期和公里数。(是否需要补充?)非常感谢您的来电,祝您愉快。电话结束5) Mr. XXXXX, please describe me what problem your car is suffering. XXX先生,请您描述一下您车辆的问题?(收集车辆问题基本信息,并且录入系统)6) Mr. XXXX, could you please tell me where are you, so we can find the nearest repairer to you? XXX先生,
15、请告诉我您现在的位置,以便于我告诉您如何前往最近的修理厂。(找寻最近修理厂,并且录入系统) This is the information of the nearest repair shop to you. Please take note: 这是离您最近修理厂的信息,请记录:NAME OF THE REPAIRER AND CONTACT PERSON 修理厂名称,联系人,地址,电话ADDRESSTELEPHONE NUMBER7) Do you agree to go to this repairer shop? 您同意去这家修理厂吗?YES: 同意继续步骤8NO: 不同意:(如不同意,
16、则寻找持证人最近的其他修理厂)(如果附近没有其他修理厂,或客户更希望选择非授权的汽车维修厂)Due to your nearest / preferred repairer shop is non-car care warranty authorized repairer. You will need to pay up front if the problem is justified as claim. However, you can reimburse this cost later. If you are agree, please go to your preferred repa
17、irer and tell repairer to contact to TTi Claim Adjudicator number xxxxxxx. Please remember that claim must approved by Claim Adjudicator before vehicle getting repair otherwise the repair cost will not able to reimburse. Claim Adjudicator will advise you for reimbursement process as well. Please ack
18、nowledge that you need to contact and bring your car to repairer shop immediately to fix the problem. 由于您附近/您选择的维修厂是非(什么)授权的。如果汽车维修的问题被认定为索赔范围内,则您需先自行支付费用,待事后,可以向我们索要赔偿。如果您同意这样做的话,可前往您所选择的修理厂。并且请修理厂联系TTi 索赔专员,电话xxxxxxxx. 请务必记得,您需在汽车修理前联系索赔专员并得到同意,否则事后您将不能得到赔偿。 索赔审查员也会指导您如何进行索赔。请确认您需要联系,并立即将车送至维修厂修理。
19、 (如果客户无法立即送交修理,则最多允许5天) (如果汽车需要使用拖车,电话中心应向客户申明,赔偿中不含拖车费用)(如果修理厂直接联系呼叫中心,并提出索赔,按照同样的步骤填写索赔信息,然后向修理厂提供TTI的联系电话) (如果修理厂在未经授权前完成修理并索求支付费用,则根据用户手册,可拒绝此次索赔。 如修理厂有任何疑问,可联系TTi 索赔专员) Thank you for your call, Mr. XXXX. Have a nice day. (电话中心在系统中记录信息)XX先生,感谢您的来电,祝您今天愉快。8) Mr. XXXX, please contact to the repair
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