Training Schedule for Service Communication Center


Week One -

X-time Training

  • Understanding Xtime

  • Adding a New Customer 

  • Creating an Appointment

  • Appointment Details

  • Assigning Proper Service Advisor

  • Appointment Type

    • Waiter

    • Pickup/Dropoff

    • Shuttle

    • Rental

  • Assigning proper time slots 

  • Opt-In Customer Reminders

  • Missed Appointments- 

  • Confirmations

  • Cancelations

  • Rescheduling

  • Leaving Internal Notes

  • Word track and proper documentation

TIS -

  • Understanding Technical Information System

  • Running the vin number

  • Information provided attached to Vin Number

  • Understanding the History of Vehicle Services

  • Understanding open/completed Campaigns (Recalls)

  • Locating RO#, Last Assigned Service Advisor and Technician

  • Understanding GPRS ( Guest Postponed Recent Services)        

      Service Connect (TIS)-

  • Understanding/Locating Service Connect with in TIS

  • Assigning Customers to yourself

  • Understanding the Task 

  • Verifying Indicator Light ( ie. OMRW,TIRW,ENGW )

  • Cross Check Customer’s Information in X-time to confirm APT status

  • Going over proper word track for setting SC appointments

  • Completing task and proper documentation

Vinsolutions-

  •  Understanding Vinsolutions- Dashboard

  •  Locating Task Bucket

  •  Understanding Tasks assigned - Email, Text , Call

  •  Recall Tasks

  •  Amp Tasks

  •  Service Task

  • Completing a task

  • Dismissing a Task properly

  • Assigning yourself to a New Task

  • Creating a new task

  • How to implement both xtime and TIS when using Vinsolutions

  • Word tracks and proper documentation

CSI Customer Follow up ( In Vinsolutions)

  • Understanding CSI calls

  • Word Track and Proper documentation

  • Locating Service History Information ( RO#, GPRS)

  • Filling form out properly 

  • Completing the Task 

Week two -

Toyotacare 

  • What does Toyota Care Include?

  • Understanding Maintenance Recommendations 

  • Understanding Roadside Assistance 

 Toyota Care In Dealer Daily- 

  • Locating Toyota Care with in Dealer Daily

  • Learning to cross check information within TIS and Xtime

  • Word Track / Proper Documentation

  • Calling customer to set appointment

  • Completing the task

CDK

  • Understanding CDK Dashboard

  • Learn CDK functions (LRO, DA, SPI)

  • Adding a new customer (CUST)

  • Searching a Customer’s Service History

  • Locating Advisor on RO

  • Searching Customers Part Number

  • Understanding status of the Part 

  • Searching status of the Part (ie. (LRO) vehicle may already be in service\ work may already be performed)

Parts List 

  • Understanding the Parts List

  • Learning to cross check information in CDK,SPI and Xtime

  • Proper Word Tracks and Documentation

  • Contacting the customer 

  • Locating the M-Order Number

  • Determine the status of the part

  • Setting appointment in Xtime

  • Documenting call in Vinsolutions

  • Completing  the Task 

Delivery for New Car Customer’s

  • Review Toyota Care Maintenance 

  • Add New customer to Xtime

  • Add Customer to Delivery List 

  • Assigning Customer to yourself in Vinsolutions/Completing Task

Inbound Service Calls

  • Review Word track 

  • Key points

  • Confirm Name

  • Correct vehicle

  • Address/e-mail address

  • Phone Number

  • Cross Check Vin in TIS

  • Review History ( Last Service visit to determine current visit/recalls)

  • Assigning Advisor 

  • Transfer steps

  • Park Customer

  • Warm Call to Advisor/Manager

  • Send Email to Leadership team

Rentals

  • Fill out Rental Form ( Template in Gmail )

  • Understanding all information needed

  • Completing form 

  • Send to Rentatoyota@tsofs.com