Page 22 - Email Support Playbook

When to Change Ownership Continued

1- On-Going Issues

Given the complexity of the issues and projects we work with there are certain times when it
is best for the representative that began the interaction with the dealer to continue to
completion. However, this is not at the discretion of the CSR who receives the case.
If you receive a case in which a dealer is specifically requesting a representative by name, but
you are not sure if their request needs to be handled by that person, you will need to
@mention the CSR and see if they would like you to transfer or not.
Below is an example of what the @mention should look like. It should contain the dealer‟s
name and account number, what they are requesting, and ask the CSR if the case should be
transferred.

The only time you should transfer a case without asking the representative is if you see notes
in a call, order, or other communication method from the original CSR requesting the case be
transferred to them.
You will still need to @mention that person but the format will be slightly different.

IMPORTANT!

If a dealer enters a remake with a phone representative and the phone
representative puts the remake on hold awaiting pictures, there is no need to
transfer the case to the original CSR that entered the remake unless they have
requested it. Every CSR should have the ability to verify a photo of a warranty

claim, manufacturing error, or other HD error.