Customer Service Advisor Assessment

The Customer Service Advisor role is central to providing an Extraordinary Customer Journey. This assessment will help us see how much you have learned in your first four weeks with us at Halo and where continued training is required. 

TIP: Use the Hint for each question! 

Scan and Shred

What is the process of dealing with a Parts or Specialist Invoice?

Parts and Specialist Invoices

Whenever a part is ordered or the vehicle is taken to a specialist, there will be an invoice which details the charges for the part/service carried out. This invoice must be identifiable as when the invoices are compiled at Head Office in the Account department, this invoice could go missing or cause someone extra work to find out which car repair it relates to. 

If a supplier such as Kwik Fit carries out a service such as a Geometry check and tell you it is free of charge, we unfortunately need to politely decline this offer and request that the company supply an invoice with a charge for the work carried out. All charges are passed on to the Insurance company and sometimes the invoices is the only proof we have that work by a specialist was carried out! 

  • Scan it, put it into the job pack, rename it "Parts" or "Specialist" then shred the original document.
  • Write the job number on it, scan it, put it into the job pack, rename it "Parts" or "Specialist" then shred the original document.

What is the process of dealing with a Vehicle Health Check?

  • Scan it, put it into the Job Folder.
  • Check it for information to be written on the Return Email, scan it and put it into the Job Folder.

What is the process of dealing with Wet and Dry invoices?

Missing Invoice

If the invoice is not received by the Accounts department in a timely manner, then it is unlikely they will have it in time to be able to check it against the Monthly Statement. 

This will cause extra work due to Accounts then having to chase the missing Invoice directly with the Supplier. 

  • Make sure the Production Manager has checked all items are present, scan it and email it to [email protected]
  • Make sure the Production Manager has checked all items are present, post it to Head Office.

Vehicle Collection Process

What 10 things should happen when the vehicle is collected from the Customer?

  • The Champion fills in the Shell form.
  • The Champion fills in the Loan Car Agreement if the Customer is having a Rental Car.
  • The Champion fills in the Total Loss Inspection Form.
  • The Champion images the Driving Licence.
  • The Champion images the Damage.
  • The Champion marks the car up with a white or coloured pen with the Customer present.
  • The Champion marks the car up with a white or coloured pen after they have been to the car wash.
  • The Champion uses the Car Wash on the way back to site.
  • The Champion washes the car on site or leaves it for the next free Champion to wash if they have another collection.
  • The Champion images the Rental Car Dashboard if the Customer is having a Rental Car.
  • The Champion images the Customer's Car Dashboard.
  • The Champion vacuums the car when back on site.
  • The Champion vacuums the car at the end of the repair.
  • The Champion advises the Customer that they will updated in 24 hours.

Image Quality

Look at the images below and choose the one which is an acceptable Halo Standard. Overall Impact Image

Damage Image

Corner Image

Explain below why all images taken before and during the repair process have to be consistent and transparent:

Be as thorough as possible, remember to think about what images are taken to protect the company and why. 

Vehicle Check - In

Checking a vehicle in once on site.

  • BMS
    Update Due - In Date
  • Documents and Images
    QC
  • Auto Task
    Upload Initial Images
  • Images
    QC

Customer Updates

Customer Updates

  • The Customer needs to be updated as soon as their vehicle is ready to be delivered.

Excess Payments

  • The excess payment needs to be taken when the delivery arrangements are made and not with the Champion when the vehicle is delivered.

Customer Communication

  • If the Customer doesn't have an email address, they don't get a receipt guarantee.

What to do if....

Customer Complaint (Champion Perspective)