Call Center Script 20110506- Chinese

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 program‖; 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 1st 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 (amendments) 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 in 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 Good 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？

any other problem with his/her policy, then follow the following procedure script>

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A Complaint: Procedure B 投诉：程序B Incorrect details on policy documentation: Procedure C 保单信息错误：程序C Customer loses schedule: Procedure D 客户丢失保修证书：程序D Request to transfer a policy: Procedure E 保单转让：程序E Request to cancel a policy: Procedure F 取消保单：程序F General product or policy inquiries: Procedure G 一般产品或保单咨询：程序G PROCEDURE A: CLAIMS NOTIFICATION 程序A：索赔通知  IF CUSTOMER HAS A CAR PROBLEM 如果客户汽车出现了问题 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: number in Danni system -->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 system 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? number is correct but policy is not exiting in the system> you can contact to the Used Car Market (―UCM‖) in order to check and amend your policy details if it’s incorrect. Used 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 the 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]