Service Agent Handbook Guest Experience Center
1 Human Resources Course List Pg 2 Intro to GEC Culture Pg 3 Agent Log-In Sheet Pg 3 Daily to do’s Pg.4 Whom to call Pg. 4 Frequently Used Links Pg. 5 CDK Timeclock Instructions Pg. 6-8 Vehicle and Auto Service Terminology Pg. 9-13 Dealership Hovercard Pg. 14 GEC Inbound Call Script Pg. 15-17 Automotive Verbiage and Appt Detail Pg. 18-19 Guest Transportation and Options Lounge Pg. 20 Positive Phrases When Assisting A Guest Pg. 21-22 Outbound Call Scripts (OBC) Pg. 23 Toyota Care OBC Script Pg. 24 Recall OBC Script Pg. 25 GEC Cold Transfer vs Warm Transfer Pg. 26-27 Service Pricing Pg. 28 Service Pricing Matrix Pg. 32 Table of Contents Cisco Jabber & Finesse log-in Troubleshooting Pg. 34 Maintenance Terms Pg. 29-31 Product Knowledge Links for Service GEC Pg. 33
2 The courses below have been assigned to you @Sonic University. You can access Sonic U from the Sonic Automotive Homepage. 101 The Respectful Workplace - Introduction _2022 102 The Respectful Workplace - Sexual Harassment_2022 103 The Respectful Workplace - Digital Sexual Harassment_2022 104 The Respectful Workplace - Diversity Inclusion and Equity_2022 105 The Respectful Workplace - Dating at Work_2022 106 The Respectful Workplace: Teammate Acknowledgement_2022d Inbound Script Gathering Vehicle Concern Details Terminology- Transportation Options and Lounge Postive Phrases when helping a Guest Outbound Scripts Dealership Communications HR Course List
3 • BE ON TIME, please allow yourself enough time to log on, and anticipate computer resets/issues and time to ready for your shift. • Your camera must always be on during training and meetings, except when the trainer excuses. • Communication is key. We are here to help so please ask for assistance when needed. • Be adaptable. We are a business in which the world dictates changes and we always brainstorm how to improve the job. • Please stay positive and remember what you’re here for. Username Password CDK-Timeclock Cisco Jabber/Finesse Dealerlogic XTime Zonic BDC PC HoverCard Agent Log-in Credentials
4 Clock-IN You are responsible for clocking in and out every day. This includes leaving and returning from lunch. You received an eLearning on how to clock in and out. For any modification please an email to your direct manager Log onto Jabber 1. Pull up Jabber type in your extension 8880xxxx. Password Sonic123 2. You will need this open before you can open Finesse. Finesse will not work if Jabber is not open. 3. Jabber is your actual phone Log in to Finesse 1. This should be saved in your favorites in Internet Explorer. Your username and extension are the same. 8880xxxx. Password Sonic123. Manager/Trainer - Benny Carrasquilo Email: Benny.Carrasquillo@sonic automotive.com Phone: 704-898-9367 Technical Assistance Sonic Help Desk: 1-866-Sonic11 Human Resources (Benefits, PayStubs) -Sabrina Roberts Email: Sabrina.Roberts@sonicautomotive.com WorkForce Manager (Work Schedule) – Scott Montes Email: Scott.Montes@sonicautomotive.com Daily to Do’s Assitance SGEC Manager - Taylor Bell Email: Taylor.Bell@sonicautomotive.com
5 New SGEC Agent Folder Note: Service links need to be saved on Chrome Favorites for quick access during calls. Lane Tool Links Zonic OBC https://zonicdesign.com/bdc-angel/ X-Time https://autotrader.signin.coxautoinc.com/solutionlauncher Dealerlogix https://dealerlogix.com/ Dealerlogix Training videos https://faq.dealerlogix.com/category/225-appointment-scheduling Hover Card *Trainer will assist with access* Sonic Team Portal Links SharePoint *Trainer will assist with access* Sonic University Human Resource Courses My Courses/ New Hire/ New GEC Agent BMW Value Service Links BMW Value Service in Montgomery, AL | BMW of Montgomery BMW VALUE SERVICE | BMW of Nashville BMW VALUE SERVICE | BMW of Chattanooga BMW VALUE SERVICE | BMW of Birmingham (birminghambmw.com) https://www.miniofnashville.com/?pageName=LandingPage_D4 Checking for Vehicle Recall Link Checking for Vehicle Recall Link Adding Grammarly to task bar Adding Grammarly Link Verint Verint Link
6 CDK Drive / Time Clock Instructions CDK Desktop Icon Please click on the CDK Drive icon on your desktop. Enter Username Please enter etc725 as the username. Note: Username is case sensitive Enter Password Enter Etc100* as the password. Note: Password is case sensitive.
7 Function Box In the function box on the right side of page, enter t-c-e and press enter. Note: “t –c -e” are lower case letters and are case sensitive. Employee # Please enter the last 4 of your SS# and then press enter. Company # Enter your company number and then press enter. Pin For your PIN, you will enter the last four of your SS# but this time you will not see the letters on the screen for security purposes. You should enter the numbers as usual and then press enter.
8 Press OK to complete Note: The associate may have to click OK a few times for the system to acknowledge the action.
9 Automotive Terminology
10 Automotive Terminology – Vehicle Terms Below are some key auto descriptions that will help you navigate your calls when talking to a guest. Aftermarket auto parts Auto repair parts that aren’t made by the original manufacturer. ABS - Abbreviation for Antilock Brake System In an anti-lock braking system, your car's wheel speed is monitored and if wheel lock is detected, a sensor sends a message to a controller that releases and applies the brake up to 20 times per second, preventing a lock up and helping you maintain control of your vehicle All-Wheel Drive Four-wheel drive systems increase traction on slippery roads and off-road surfaces. All-wheel drive (AWD) is different from four-wheel drive because drivers can’t disengage AWD systems. Also known as: AWD Antifreeze Liquid in the cooling system that dissipates heat. Antifreeze prevents freezing during winter, cools the engine in summer, and protects the cooling system from corrosion and rust. Also known as: coolant Auto Chassis The undercarriage of a vehicle is known as the chassis. The chassis carries all power train and suspension parts. Also known as: framework, auto case, auto frame, auto undercarriage Catalytic Converter Isolates exhaust particles and burns them before they leave the tailpipe Also known as: catcon, cat Control Arms
11 The moving suspension components mounted between the vehicle frame and the wheels Also known as: car wishbone, auto double wishbone, vehicle suspension Crankcase The largest engine section, the crankcase contains the crankshaft. Differential A car’s differential is important for turning and cornering. It’s the gear system that allows one wheel to rotate faster than the other. Filter A paper or synthetic filter that blocks dust, dirt and debris as air enters the engine Also known as: auto air filters, car air filter, performance air filter, auto air filter replacements, auto cabin air filter Four Wheel Drive A drive system that powers all four wheels and provides better traction during off-road use and poor weather conditions Also known as: 4WD, 4×4, four by four, sport utility vehicle Front-Wheel Drive A driving system that powers the front wheels of the vehicle. Front-wheel drive systems can be automatic or manual shift. Also known as: FWD Fuel Injection A fuel delivery system where injectors (also known as nozzles) spray fuel into the cylinders, which provides better fuel control and efficiency Also known as: electronic fuel injection (EFI) Horsepower The amount of energy produced by a vehicle’s engine Also known as: HP, mechanical horsepower, car horsepower, vehicle horsepower, electrical horsepower Idle A term used to describe a vehicle that is stationary but running Also known as: idling
12 Auto parts made by the vehicle manufacturer. While they may cost more than aftermarket auto parts, OEM parts usually fit better, last longer and are covered by warranties. Also known as: Original Equipment Manufacturer parts, stock vehicle parts, stock parts Revolutions per minute (RPM) The speed at which the engine crankshaft turnsd Serpentine Belt A long, continuous belt that runs several automotive engine components, indulging the alternator, power steering pump, air pump and water pump Also known as: multi-vee belts, multi-v belts, multi-rib belts The shock absorbers and springs that create a smoother ride by dampening the motion of a vehicle as it drives Also known as: suspension system Timing Belt A toothed belt that’s operated by the crankshaft and drives the camshaft in a vehicle. Broken timing belts cause valves to remain open and can cause engine damage when the valve is struck and bent by a piston. Undercarriage The underside of a vehicle that supports and creates the automobile framework Original Equipment Manufacturer (OEM) Parts
13 Automotive Terminology – Used by Guest These are the terms that guest commonly use to describe the issue they are having with their vehicle. Knowing the most common terms and will help the agent converse with the guest. Note: Agent should record the words the guest used when describing their issue in the notes section of their guest profile when creating an appointment. Fast Idle When an engine runs fast when the car is stopped and idling. Flooded Engine When too much fuel in the cylinders that causes issues starting the vehicle Hesitation A momentary loss in power occurring at acceleration. Knock A sound produced by the engine that is usually requires immediate attention. Play The measure of loose measure in a mobile component or components. Typicially used when referring to the suspension system. For steering, play, is the amount of free movement flet in the wheels prior to the actual spinning of the wheel. Pull When a vehicle steers itself into one direction or the other while driving or braking. Often a symptom of the need for an alignment. Rough Idle describes when an car’s engine shakes and vibrates while its stationary. Shimmy A term for a side to side motion that causes a vehicles tires and steering wheel to shake. Sluggish Performance A term for when a vehicle doesn’t accerlerate smoothly or quick enough
14 The hover tool includes important information: • Dealership Address • Service hours • key contacts • Key processes for how to set appointments • (e.g. Saturday appts) • What services can be scheduled/not scheduled) The hovercard is activated by putting your cursor over the dealership name in the specific scheduling tool used by the dealership, • For those dealerships using Xtime – hovering over the name in Xtime will pop up the card. • For those dealerships using Dealerlogix – hovering over the name in Dealerlogix will pop up the card. The card is updated frequently – so GEC agents should also refer to the hovercard when interacting with guests to provide the most current information The screenshot is an example of only a few of the fields on the hovercard – there are many more fields for each dealership Note: This should always be referenced first when you have a question about the dealership’s policies and processes. It is constantly updated so all the information will be accurate. Hover Card log in credentials will stay active for 4 hours without usage and then they would have to re-sign in. Each dealership has its own hover or info card. The GEC and Store manager’s work together to collect the info for the card. This information is a collection of of the dealership’s general information and the stores unique processes. Dealership Hovercard
15 GEC Inbound Service Script GEC Service Agents use a specfici script for all inbound calls to: • Make the guest feel valued and appreciated • Gather the required information to create a valid appointment • Confirm our information and service request are accurate Note: Service management listens to calls on a regular basis to ensure proper use of the script and to coach/mentor agents. 1. Thank you for calling “(Dealership) Service, this is (Your Name), whom do I have the pleasure of speaking with? 2. Hi (Guest Name) how may I assist you today? 3. (Guest Name) May I have your phone number including the area code that is associated with the vehicle, so I can pull up your information, please • If they provide – tell them you are using their phone number to look up their record & – & use the “dead air” time to thank them for selecting us for service. • If they say they don’t have a record or first time in service – “Great, I will need to gather information to create your guest record. Let me start with the phone number & area code first. Then ask them for the other required X-Time or Dealerlogix fields to set up a guest record. Note: ALL guest information including VIN number must be filled out in both X-Time & Dealerlogix. Many of our manufacturers are performing mystery shops & checking if we are asking & entering the VIN # (& other important fields). Without asking & recording these required fields we will fail the mystery shop.
16 • If they don’t have a VIN # or don’t know where it is located o Depending on your vehicle it can be located either inside the driver’s side door or at the very bottom of the windshield on the driver’s side o Ask the guest if they can look at your insurance or registration card as it will have their VIN – or if they have a mobile app for your vehicle – it will be there o Ask the guest f they have an invoice from a previous dealership visit – as it will be on the invoice o If the guest asks why do you need it? The VIN is important to make the correct appointment, ensure we have the right parts for your vehicle, & also allows our system to search & see if you have any open recalls on your vehicle • When the guest provides the VIN - it is very important to repeat it back to the guest & use “alpha” words for the letters. For example – A – Apple, B Bravo, C – Charlie. It is very hard to underst& certain letters from guests & this will ensure we get it right. . • If they decline to provide VIN#, please note it on the repair order in X-Time/private notes or Dealerlogix/Comments. Proceed in getting the home address. • If the Guest provides Vin #, input the complete VIN & proceed in getting the required fields. 4. What service work do you need to have performed?
17 5. Do you plan on dropping off your vehicle or take advantage of our customer lounge? Note: If the vehicle needs a diagnostic check the guest cannot be a waiter • If request a shuttle = check the hovercard to check the dealershipʼs specifics • If requesting a loaner = suggest the shuttle first – “we do have a shuttle that runs & can take you within XX miles of the dealership” • If insist need Loaner = check the hovercard to check the dealership’s specifics o If they do not qualify for a loaner = Mr./Mrs. XX - our loaners are available for work that is over XX hours & regretfully your service work does not qualify” • If request drop off, pick up and Valet Service = check the hover card to see it the dealership offers this service. Many dealerships do not offer this service. • If request drop off - this indicates the vehicle will be dropped off by the guest and they do not plan to wait for the vehicle. When a guest has a diagnostic concern and requests they want to drop off and wait for the vehicle – do indicate to them we are not certain when the vehicle will get into the shop and recommend they do not wait. Also when a has a diagnostic concern and wants to drop off and wait late in the day – advise them the vehicle may not be looked at until the next day and recommend they do not wait 6. If a previous service guest, ask the guest: (Guest Name) would you like to schedule with your previous advisor or for the first available appointment. 7. Let’s see when my earliest available time is? 8. Okay, (Guest Name), let’s just reconfirm your reservation…. I have you scheduled for (date), (time) for us to (list the services they requested). Is there anything else I can help you with?” 9. I will also send you an email confirmation, & text reminder of this reservation. • If it’s an existing guest record – you must verify the number & email address on record • Is the email XXX@XXX.com the best email? & is the phone number XXX the best textable number? • Great – you will get a text & email shortly with your confirmation. 10. It has been a pleasure speaking with you today (Guest Name), have a wonderful day!
18 Automotive Verbiage & Appointment Details GEC Agents greatly assist Sonic Service Advisors by gathering as many details as possible and including them in the appointment record. Here are some helpful questions to you gather more information.
19 GEC Agents should ask the guest and document their perceived location of the noise. Vehicle Noise Appointment Details
20 Guest Transportation Options & Lounge Waiters/ Guest Lounge? Guest that wants to wait while their vehicle is being serviced for maintenance is encouraged to do so at the lounge area where they have free Wi-Fi, Coffee, TV, and some treats to eat. What is a Loaner? Known as a courtesy loaner, these are most often offered by the luxury brands and offered free of charge. All stores have parameters regarding guest/vehicles work time that qualify for a loaner What does shuttle mean? A dealership shuttle driver will drive a guest to or from their work or home while their vehicle is in the shop as a courtesy service. You may also drop off a passenger at another destination of their choosing. All dealerships have a radius that will shuttle a guest and will not go beyond this radius What do Service Valet Pickup and Drop-off options mean? A service teammate will pick up the guest's vehicle from their home or place of work, tend to its maintenance or service needs, and then return it back to the guest. This is labor intensive for dealerships to provide this service and not all dealerships provide. What does Mobile Service mean? When an auto technician travels to a guest and provides vehicle maintenance on-site, rather than at the dealership. This service is becoming increasingly popular because of its convenience, allowing our guests to not have to leave their homes. Overnght Drop-off/Drop Box and how it works? Customers can simply fill in the details of their required service on the outside of the envelope and then insert their keys into the envelope, seal the envelope, and drop the envelope into the night drop box. What is a Vehicle Tow-in? When a guest has their vehicle towed into the dealership because it might not be safe to drive or it might have had a mechanical issue. Ride Share Services? The use of Uber, Lyft are other options that some dealerships use to take guests to and from the dealership. Not all dealerships use rideshare. Also, those dealerships who do provide ride share will limit the miles or the total fare they will pay.
21 Positive Phrases When Assisting A Guest Phrases for Dealing with an Angry Customer • I understand that this has been inconvenient for you. • What I can do right away is… • I apologize for the inconvenience, and I assure you I’ll do everything I can to help you. • I understand how frustrating that can be—let’s see how we can work this out… • I appreciate your patience in this matter. • I’m going to do everything I can to get this resolved as soon as possible. Phrases for Advising a Customer o I would suggest or I recommend… Phrases for Making a Process Sound Easy o All you need to do is… o An easy way to do that is to…. To Show Your Willingness to Help o With pleasure. o I would be happy to help/assist you. To Make a Customer Feel You Are Their Partner in Solving a Problem o Let’s take a look at this… o That’s a good question… To Make a Customer Feel Good About Their Choice o That’s a good choice / a popular item. o We’ve had a lot of positive feedback on ___.
22 o A lot of people prefer to… o What other customers have done in your situation is… To Make a Customer Feel Special o Because you’re a valued customer… o It’s your right to know… To Make a Customer Feel That They Are Part of a Tribe (A Group of People Like Them)
23 Outbound Call Scripts (OBC) GEC Agents may also make outbound calls to generate additional appoinments and revenue for Sonic Dealerships. We have several scripts for different type sof outbound calls. Customer Pay OBC Script – used when GEC Agent outbound calls to assist the dealership in setting more appointments. • Good morning! / Good afternoon! / Good evening! • This is _________ calling with (Dealership Name). • May I speak to (customer’s first name)? OR • Is (customer’s first name) available? • How are you (customer’s first name)? • Our records show that your (year and type of vehicle) is due for its next recommended service. OR • Based on our records, your (year and type of vehicle) is due for its next recommended service. • I’d like to help you set/schedule/reserve an appointment. OR • May I reserve a convenient time for you this week or next that works best for you ?
24 Toyota Care OBC Script – Toyota Care refers to the free maintenance a New Toyota owner receives when purchasing a new vehicle. • Good morning! / Good afternoon! / Good evening! • This is _________ calling with (Dealership Name). • May I speak to (customer’s first name)? OR • Is (customer’s first name) available? • How are you (customer’s first name)? OR • I hope your day is going well, (customer’s first name)! OR • I hope I did not get you at a bad time, (customer’s first name)! • I’m calling to remind you that your (year and type of vehicle) is due for its next complimentary Toyota Care service. • I’d like to help you set/schedule/reserve an appointment. . OR • May I reserve a convenient time for you this week or next week?
25 Recall OBC Script – A recall is when a manufacturer determines a vehicle has been built with an issue that fails to meet industry standards or has created a safety issue. These outbound calls are to guests who have an outstanding recall on their vehicle and need to schedule an appointment to complete the repairs. • Good morning! / Good afternoon! / Good evening! • This is _________ calling with (Dealership Name). • May I speak to (customer’s first name)? OR • Is (customer’s first name) available? • How are you (customer’s first name)? OR • I hope your day is going well, (customer’s first name)! OR • I hope I did not get you at a bad time, (customer’s first name)! • I’m calling to let you know about an open recall on your (year and type of vehicle). • Do you still own that vehicle? • We apologize for the inconvenience BUT I’d like to help schedule an appointment for this recall to be completed at no-cost to you. Do have any time this week or next that would work best for you ?
26 GEC Cold Transfer vs Warm Transfer At times a guets may insist on a phone transfer or it may be the best option for the GEC agent to get the call to somone in the store who can better help the guest. Below is the definition of cold and warm transfers and how the agent should complete these processes. What is the warm transfer? A warm transfer is considered one of the best methods for providing a smoother & more friendly guest experience. A warm transfer occurs when our SGEC agent answers a call & then transfers the call to the dealership but passes on relevant information, so the guest doesn't have to repeat themselves. While this is the best method it is difficult to execute. The reason the GEC is receiving calls is the dealership is unable to answer - so getting a dealership teammate back on the phone can be unsuccessful, time-consuming for a GEC agent, & frustrating for the guest if the GEC has to indicate they can’t get ahold of anyone When should you warm transfer a call? Given we are overflow for advisor calls & the guest has tried to reach an advisor first – GEC agents should use warm transfer sparingly & rely on direct message to communicate a guest request Inform your guest that it appears all advisors are busy assisting guests & you will be happy to send them a direct message asap Every direct message sent should indicate in the Subject line – Guest Call Received & Assistance needed The body of the email must have: 1. Guest Name 2. Year & model 3. Phone number 4. Brief detail of the concerned guest 5. When a guest calls for a status on their vehicle that's at the dealership, please add the @advisor's name to the body of the message. Example: The guest would like @Benny Car to call them back regarding the completion time of their vehicle Thanks.
27 Emergency Concern An Upset Guest What is a cold transfer? A cold call transfer happens when the guest is simply transferred to the dealership team without speaking with them first. The GEC agent should always indicate in a cold transfer they are transferring the call & it will connect to a dealership teammate without the agent on the line. Also, tell the guest they may get voicemail & to leave a message What are the advantages of a cold transfer? Cold transfers are appropriate for simple customer concerns that don't require background information. For example, if a guest inquires about available payment options, product knowledge, repair cost or asks for parts. The agent can route these calls directly but must explain to the guest that if they reach an answering machine, please leave a brief message. Certain situations do warrant an attempt at a warm transfer & these include:
28 Service Pricing • GEC Agents ar able to provide guests the price of commonly requested maintenance services. (Oil Change, Tire Rotation) • An excel spreadsheet has a separate “tab” for each GEC dealership. • Dealerships have provided us the following for these common maintenance items. Price Be sure to note if the price listed includes or does not include taxes/fees Estimate Wait Time How long the guest will wait for the service to be completed OpCode The operation code in Xtime/Dlogix to use when booking the appointment • GEC Agents should not quote prices for any items not on the spreadsheet and refer any additional questions to the store personnel.
29 Maintenance Terms Alignment Wheel alignment is part of standard automobile maintenance that consists of adjusting the angles of wheels to the car manufacturer specifications. The purpose of these adjustments is to reduce tire wear and to ensure that vehicle travel is straight and true. Batteries Replacing current battery in the vehicle with a brand new battery. A bad battery could indicate that your battery is damaged or worn out, or that the charging system is malfunctioning in some way. Brake Flush A brake fluid flush essentially takes all the old, dirty brake fluid out of your system and replaces it with fresh, clean fluid. Detail Car detailing is the process of cleaning and restoring a vehicle to like-new condition. Car detailing services are much more precise and labor-intensive than getting a car wash. Differential Service (Front) & (Rear) During a differential fluid replacement, a professional auto service mechanic will remove old, contaminated fluid out of your front or rear differential. By flushing out any contaminated fluid, they can ensure your service lasts as long as possible. Then, they replenish the differential with clean, fresh fluid. Cabin Air Filter When you replace the cabin air filter, you reduce the amount of pollution that enters your vehicle's interior. The cabin filter is essentially the only thing standing between the air you breathe inside your car and the outside. Fuel Filter A fuel filter is a filter used to screens out foreign particles or liquids from the fuel. Most internal combustion engines use a fuel filter, in order to protect the components in the fuel system.
30 Coolant Flush This involves removing dirt, rust, and sludge from your cooling system, as well as inspecting various parts for symptoms of decline. This process also empties out all of the used coolant material from your radiator and replaces it with fresh coolant, effectively servicing your engine's cooling system. Power Steering Flush Power steering flush involves draining the old, contaminated fluid and replacing it with new fluid. Your mechanic will drain the fluid from the power steering system and then refill it with new replacement fluid. Fuel Induction Service A fuel air induction service is a vehicle maintenance service that involves cleaning the vehicle's fuel system using high-powered, professional chemicals. Oil Change (Synthetic) Synthetic oil moves with less friction through the motor because it has molecules of the same size and structure, resulting in greater horsepower and engine efficiency than regular oil, which has uneven molecules. Synthetic oil provides superior engine wear protection over conventional oil. Oil Change (Non-Synthetic) Conventional oil is derived from refined crude. It’s greatest advantage is the cost — conventional oil is cheaper than Synthetic oil. While some say that’s because this type of oil has “drawbacks” that could affect longevity, maintenance, and operation of your car. Tire Balance and Rotation When your tires are rotated, the wheels are removed and replaced from front to back, right to left. When they are balanced, a mechanic uses a special machine to check to see if the weight of the tire and wheel is balanced. Tire Mounting & Balancing Tire mounting is the procedure of installing tires onto the wheels, which are then installed onto the car's axle. Tire balancing is the most complex part of the tire mounting process. When you mount tires, it's essential that they are properly centered on the wheel to ensure the smoothest ride Transfer Case Service A transfer case is one of the serviceable components in a four-wheel drive system. Present in both fulltime and part-time 4WD vehicles, the transfer case operates with the help of gears and, in many modern cars, a chain.
31 Tune Ups This involves removing dirt, rust, and sludge from your cooling system, as well as inspecting various parts for symptoms of decline. This process also empties out all of the used coolant material from your radiator and replaces it with fresh coolant, effectively servicing your engine's cooling system. Vehicle Check A vehicle safety inspection covers all the features of your car that make it safe to drive on the road. That means checking your tires, brakes, lights, mirrors, and things your vehicle needs to function properly to keep you and your fellow drivers safe. Wiper Blades A windscreen wiper, windshield wiper, wiper blade or simply wiper, is a device used to remove rain, snow, ice, washer fluid, water, or debris from a vehicle front or back window. SUV's have rear wipers.
32 Service Pricing Matrix Example Batteries Oil change & tire rotation Tire swap Filters Refer to service advisor Oil change & tire rotation gas engines $144.90, TDI's (except Touareg) $159.90, Mount & balance snow/summer tires $86.78 with shop supplies Engine & Cabin Filters $115.95 *** Engine filter only $63.00 *** Cabin Filter Only $52.00 Fluids Flushes Oil Changes Rear Differential Brake Fluid all models $174.95 ***No Power Steering Fluid (all vehicles electric power steering) Coolant Flush all Models $289.95 Oil/filter change only gas engines $114.95 ***Oil/filter change TDI models up to 2015 $129.95 Touareg models refer to service advisor *** On 4-wheel drive only $129.95 Tires/Alignments Transmission Tune Ups Wiper Blades Tire rotation only $29.95 *** 4-wheel alignments all models $129.95 *** 4 tire balance $79.95 DSG transmission service $459.95, NON-DSG automatic transmission start at $359.95, Touareg transmission service $849.95 Note: this is for Spark Plugs replacement only 4 cylinders Starting at $224.95 *** 6 cylinders Starting at $264.95 Front blades Starting at $69.95 *** Rear blades $39.95
33 Product Knowledge Links for Service GEC VW Volkswagen Product Knowledge Audi Audi Product Knowledge Porsche Porsche Product Knowledge Honda Honda Product Knowledge Toyota Toyota Product Knowledge BMW BMW Product Knowledge Mercedes Mercedes Benz Knowledge MINI Mini Product Knowledge Ford Ford Product Knowledge Chevy Chevy Product Knowledge Cadillac Cadillac Product Knowledge Manufacturer Basic Knowledge & information Quiz BMW & Mini Test.docx Ford & VW Test.docx Honda & Audi Test.docx Chevy, Porsche and Cadillac Tets.docx
Jabber & Finesse This is a software program that is installed on a PC to allow the Sonic teammate to take phone calls using their computer instead of a physical Phone. This is what the Icon looks like. Finesse allows the Sonica teammate to manage their calls and allows tracks all the details of the call. This is accessed through a web browser, the shortcut (shown to the right), take the teamamte to the following web address: https://ectc-son-uccx1.sonic.com:8445/desktop/container/?locale=en_US or https://ectc-son-uccx2.sonic.com:8445/desktop/container/?locale=en_US Note: Jabber must be fully loged in before you start Finesse or you will get and Error message that says can not connect to device. Trouble Shooting Jabber appears to be connected because it successfully logs in and displays the phone number. However, it is actually disconnected as shown by yellow highlight below. If you do not see a green Circle and the Agent Ext., it means that the Jabber is not connected in some way. 1. Sign out of Jabber and back into Jabber. 2. After logging into Cisco Finesse, if you see a green Circle and Agent Ext, the issue should be resolved. If still disconnected, then move on to the next step. 34
3. log out of Jabber and Finesse 4. Click on Reset the Jabber. (Highlighted in yellow) 5. The following screen will appear, click on the Reset button. 6. The agent will then need to sign in with their Agent information (ex. 88808885) and the Cisco Password. 7. Once Jabber is completely logged in, the agent should then log into Cisco Finesse. 35
Additional Troubleshooting 8. You may see this screen asking you to confirm your log-in. This second log-in screen indicates Cisco needs to be updated. Agent will use the same log-in information to complete the update. 9. This screen, this indicates Jabber has not been successful connected first. To fix the agent should close Finesse and successfully log-into Jabber before attempting to again log-into Finesse. If Jabber is started up correctly and you’re still getting issues, you should try the Finesse links in a different browser. If you are still having issues, use the other weblink (both listed below): https://ectc-son-uccx1.sonic.com:8445/desktop/container/?locale=en_US or https://ectc-son-uccx2.sonic.com:8445/desktop/container/?locale=en_US Escalate to SOC 704-969-6015 level 3 for further trouble shooting efforts. 36