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Organization, Customer Experience SOP, training scripts, tags, and phone-system ingest credentials.

Customer Experience

Chloe's CX Process SOP applies to every scored advisor call (with the call-type script). It does not rebuild inbound/outbound rubric weights.

Customer Experience SOP

Org-wide Chloe's CX process. Used on every scored call with the inbound/outbound script — does not replace rubric %. Paste text (from PDF) or upload .txt / .md.

SOP text

Standard Operating Procedure (SOP)
Customer Experience Process
Chloe's Auto Repair & Tire

1. Purpose
To create a seamless, transparent, and consistently excellent customer journey from arrival through vehicle pick-up, fostering trust, satisfaction, and long-term loyalty.

2. Scope
Applies to all service advisors, reception staff, technicians, and managers at Chloe's Auto Repair & Tire.

3. Responsibilities
- Service Advisor / Front Desk: Owns the customer interaction, communication, and ticket management.
- Technician / Hybrid Technician: Completes the Digital Vehicle Inspection (DVI) and repairs in a timely, professional manner.
- Service Manager: Oversees process compliance, resolves escalations, and ensures quality control.

4. Materials & Tools
- Tekmetric (DVI & ticketing)
- Tablet or smartphone for inspection media
- Customer database (CRM)
- Standard greeting script
- Email/text templates for estimates and inspection results

5. Procedure

1. Immediate Greeting
Greet every customer within 10 seconds of arrival: "Good morning/afternoon! Welcome to Chloe's—how can we help you today?"

2. New vs. Returning
Ask: "Is this your first time with this vehicle?" or "Do we have a phone number on file for you?"
- If new: Explain the DVI and that we'll text/photo/video inspect results. Ask their preference: text or email.

3. Contact Verification
Confirm and correct: full name, phone number, email address, and street address. Spell the customer's name aloud.

4. Ticket Dispatch
In Tekmetric, assign the work order to the appropriate Technician or Hybrid based on the customer's stated concern(s).

5. DVI Audit
When the technician marks "Tech Sent to Advisor," immediately review the DVI for completeness—correct photos, videos, mileage, and findings.

6. Customer Preview
Send the DVI via their preferred channel.
- Waiting in the shop: Grab the tablet and walk through the inspection together.

7. Estimate Preparation
Either wait for pricing or build the estimate yourself based on the customer's requested services and DVI findings. Use Chloe's Preferred vendor and pricing procedures.

8. Estimate Audit & Prioritization
Review the draft estimate for accuracy. Reorder line items by urgency/importance.

9. Customer Contact for Review
Call the customer:
- "Do you have a moment now to review your estimate?"
- If yes: Send the estimate link and discuss it together.
- If no: Schedule a callback time.

10. Question & Answer
Walk through each recommended service. Invite and address all customer questions or concerns.

11. Repair Authorization
Direct the customer to Approve or Decline repair items via the approval link. Confirm receipt of their selections.

12. Parts Ordering
Order parts immediately for all approved repairs. Tag and stage parts upon delivery to avoid delays.

13. Repair Dispatch
Assign approved repair tasks to the proper Technician/Hybrid based on skillset and workload.

14. Progress Updates
Same-day jobs: Update the customer every 2 hours or on every status change.
Multi-day jobs: Provide a daily status update.

15. Completion & Quality Check
After repairs: test-drive the vehicle, remove all floor mats and seat covers, and perform a final visual wipe-down—no technician-made dirt marks.

16. Ready-Notification
Call the customer: "Your vehicle is complete and ready for pick-up." Offer to answer any final questions.

17. Delivery & Wrap-Up
Upon arrival:
- Review all performed and declined services.
- Explain any warranties (including TechNet out-of-area coverage and the phone number).
- Thank them and ask: "Is there anything else we can do for you today?"

18. Feedback & Review
If the customer expresses satisfaction, ask: "Would you mind leaving me a 5-star review?"
If they hesitate, ask: "What could I do to earn a 5-star rating?"

6. Key Performance Targets
- Greeting time: ≤10 seconds
- DVI completion: ≤15 minutes
- Estimate response time: ≤1 hour
- Repair updates: Every 2 hours (same day) / Daily (multi-day)
- Overall cycle time: Minimize total in-shop duration

7. Best Practices
- Empathy & Clarity: Listen actively, use layperson language, and confirm understanding.
- Proactive Communication: Over-communicate status to avoid customer callbacks.
- Consistency: Use standardized scripts and templates for greetings, updates, and emails/texts.
- Documentation: Log every customer interaction and decision in Tekmetric.

By rigorously following this SOP, Chloe's Auto Repair & Tire will deliver an outstanding, transparent customer experience that drives satisfaction, trust, and repeat business.

Or upload .txt / .md

4,568 characters on file

Training scripts

Upload Chloe's Inbound Sales Inquiry and Outbound DVI / Estimate scripts. We rebuild rubric weights from the script (AI when OPENAI_API_KEY is set), then Coaching Triage scores calls and writes coaching tips against that script.

Inbound Sales Inquiry

Original Chloe's / Sanco-style inbound script grading · applies to inbound

View on Rubrics

Script text

# Chloe's Auto Repair & Tire

# Service Advisor Inbound Call Script

---

## Step 1 – Greeting

**SERVICE ADVISOR:**

> "Thank you for calling Chloe's Auto Repair & Tire, this is **(Your Name)**. How may I help you today?"

---

## Step 2 – Determine the Customer's Need

If the customer asks:

> "How much do you charge for __________?"

> "I think my vehicle needs __________."

Do **NOT** immediately quote a price.

Instead ask:

> "I'd be happy to help you with that. May I ask what kind of symptoms or conditions you're experiencing with your **(vehicle/problem)**?"

Allow the customer to fully explain.

Use follow-up questions when appropriate:

* When did it start?
* Does it happen all the time or intermittently?
* Are there any warning lights on?
* Have any repairs already been attempted?
* Is the vehicle safe to drive?

---

## Step 3 – Build Value

After understanding the concern:

> "I understand. Anytime you're experiencing **(repeat the customer's concern)** with your **(vehicle)**, it's important to have one of our Certified Technicians inspect it to determine exactly what's causing the issue."

> "Rather than guessing or replacing unnecessary parts, we'll perform an inspection, document our findings, and provide you with a complete digital inspection along with a written estimate for any recommended repairs."

> "That way you'll know exactly what your vehicle needs before making any repair decisions."

---

## Step 4 – Ask for the Appointment

> "Is now a good time to bring your vehicle in, or would another time today or tomorrow work better for you?"

---

### If YES

> "Perfect!"

Collect:

* Customer Name
* Phone Number
* Email Address
* Year
* Make
* Model
* Current concern

Confirm:

> "Is this your first visit with us, or have we serviced this vehicle before?"

If returning:

Verify all customer information.

---

## Step 5 – Schedule

> "I have you scheduled for **(date/time).**"

Then explain:

> "When you arrive we'll verify your concerns, perform a Digital Vehicle Inspection, and keep you updated throughout the entire repair process. Once our technician completes the inspection, we'll review everything with you before any repairs are performed."

---

## Step 6 – Directions

Ask:

> "Have you been to our shop before?"

### If YES

> "Perfect, we'll see you at **(appointment time).**"

### If NO

Provide directions using nearby landmarks or intersections.

Example:

> "We're located at **(location)** near **(landmark/intersection).**"

---

# If the Customer Cannot Come Now

Respond:

> "I completely understand."

Ask:

> "When would be a better time for you?"

If they are unsure:

> "Our hours are __________."

> "Is there a day or time during those hours that works best for you?"

---

## Transportation Options

If transportation is the issue:

Ask:

> "Do you work or live nearby?"

If YES:

> "We may be able to help make things easier."

Explain available services:

* Courtesy Shuttle
* Vehicle Pick-Up (if available)
* Local transportation assistance

Then ask:

> "Would one of those options help make it easier to get your vehicle in?"

If YES:

Schedule the appointment and explain the transportation process.

---

# Before Ending Every Call

Review:

✔ Appointment Date & Time

✔ Customer Name

✔ Phone Number

✔ Email Address

✔ Vehicle Information

✔ Primary Concern

Then close with:

> "Thank you for choosing Chloe's Auto Repair & Tire. We appreciate the opportunity to earn your business, and we'll see you on **(day/time).** If you have any questions before your appointment, please don't hesitate to give us a call. Have a great day!"

---

# Key Expectations

Every inbound phone call should accomplish the following:

* Build trust before discussing price.
* Discover the customer's actual concern.
* Educate the customer on the inspection process.
* Gather complete customer and vehicle information.
* Schedule the appointment whenever possible.
* Document the conversation before ending the call.
* Leave the customer confident they chose the right repair shop.

Or upload .txt / .mdRebuild rubric criteria from this script with AI (recommended)

Current rubric weights

SERVICE ADVISOR:**12%
> "Thank you for calling Chloe's Auto Repair …12%
If the customer asks:12%
> "How much do you charge for __________?"12%
> "I think my vehicle needs __________."12%
Do **NOT** immediately quote a price.12%
> "I'd be happy to help you with that. May I …12%
Allow the customer to fully explain.16%

Outbound DVI / Estimate

Role-play structure for estimate delivery calls · applies to outbound

View on Rubrics

Script text

# Chloe's Auto Repair & Tire

# Service Advisor Outbound Estimate Presentation Script (Initial Concern)

---

## Step 1 – Verify the Customer is Available

**SERVICE ADVISOR**

> "Hello, may I speak with **Mr./Ms. (Customer Name)**?"

> "Hi, this is **(Your Name)** from Chloe's Auto Repair & Tire. Is now a good time to go over the results of your vehicle inspection?"

### If No

> "Absolutely, I understand. What would be a better time for me to call you back today?"

Document the callback time and follow through.

---

## Step 2 – Build Credibility

> "Great! Our ASE Certified Technician, **(Technician Name),** and I have completed a thorough inspection of your vehicle, including a Digital Vehicle Inspection with photos and videos."

> "We inspected the concern you brought your vehicle in for, and I'd like to go over what we found."

---

## Step 3 – Build Confidence

Before discussing the repair, reassure the customer.

Example:

> "The good news is that overall your **(system being discussed)** is in good condition."

Mention 2–3 positive findings whenever possible.

Examples:

* The surrounding components are in good condition.
* We did not find any fluid leaks.
* The remaining components are operating properly.
* There is no abnormal wear in the related parts.
* Everything else in this system looks good at this time.

This reassures the customer they are not being sold unnecessary repairs.

---

## Step 4 – Explain the Diagnosis

> "We were able to isolate your original concern."

Explain the findings in simple language.

Example:

> "The noise you were hearing is coming from the right front wheel bearing. The bearing has excessive internal wear, which is causing the humming noise and will continue to get worse over time."

Pause and allow questions.

---

## Step 5 – Present the Solution

> "To correct the problem, our recommendation is to replace the **(failed component)**, verify the repair, and road test the vehicle to ensure the concern has been completely resolved."

---

## Step 6 – Present the Investment

> "The investment to complete this repair is **$______ plus tax.**"

Pause.

Then continue confidently:

> "The good news is the required parts are available, and we can begin repairs as soon as you authorize the work."

---

## Step 7 – Reinforce the Value

Every repair includes:

* ASE Certified Technicians
* Digital Vehicle Inspection with Photos & Videos
* Quality Parts
* Professional Installation
* **36-Month / 36,000-Mile Nationwide Warranty** (where applicable)
* Complimentary Maintenance Inspection
* Ongoing Repair Updates
* Final Quality Control Inspection

Then say:

> "We'll continue inspecting the rest of your vehicle while it's here and let you know if we find anything else that needs your attention before performing any additional work."

---

## Step 8 – Ask for the Sale

> "Would you like us to go ahead and get started on the repair?"

Remain silent and allow the customer to answer.

---

# If the Customer Approves

> "Perfect, thank you."

> "We'll get started right away."

> "I'll keep you updated throughout the repair process, and if we identify anything else during the inspection, I'll call you before performing any additional work."

Confirm:

> "Is **(phone number)** still the best number to reach you?"

Set expectations:

* Same-day repairs: update every 2 hours or on any major status change.
* Multi-day repairs: daily updates.

---

# If the Customer Hesitates

Ask:

> "I completely understand."

> "May I ask what concerns you most about the repair?"

Listen completely before responding.

---

# Handling Common Objections

## Price

> "I understand. Our goal isn't to be the cheapest—it's to repair your vehicle correctly the first time using quality parts and Certified Technicians."

> "Every qualifying repair is backed by our 36-Month / 36,000-Mile Nationwide Warranty, and we stand behind our work."

Then ask:

> "Would it help if we discussed financing options or prioritized the repairs?"

---

## Wants to Think About It

> "Absolutely."

> "Is there any additional information I can provide that would help you make your decision?"

---

## Wants to Wait

> "Can I explain what could happen if the repair is delayed?"

Explain the consequences without using fear tactics.

---

## Doesn't Trust the Diagnosis

> "I'd be happy to walk you through the photos and videos from our Digital Vehicle Inspection, or if you're available, I can show you the failed component in person."

---

# If the Customer Declines

Ask respectfully:

> "May I ask what led to your decision today?"

Listen carefully.

If appropriate:

* Clarify any misunderstandings.
* Address concerns.
* Offer financing if available.
* Prioritize repairs if multiple recommendations exist.

If the customer still declines:

* Document the declined repair in Tekmetric.
* Save the estimate.
* Turn the estimate over to another Service Advisor or Manager for a second review if appropriate.

Never pressure the customer.

---

# Before Ending the Call

Review:

✔ Approved or declined repairs

✔ Estimated completion time

✔ Best contact number

✔ Next customer update

Close with:

> "Thank you for trusting Chloe's Auto Repair & Tire with your vehicle. I'll keep you updated throughout the repair process, and please don't hesitate to call if you have any questions."

---

# Service Advisor Expectations

Every estimate presentation should:

* Build credibility before discussing price.
* Reassure the customer about the overall condition of the vehicle.
* Clearly explain the diagnosis.
* Present the recommended repair with confidence.
* Emphasize value—not just cost.
* Ask directly for the customer's authorization.
* Update customers consistently until vehicle delivery.
* If a repair is declined, professionally determine why, document the reason, and involve another advisor or manager when appropriate.

Or upload .txt / .mdRebuild rubric criteria from this script with AI (recommended)

Current rubric weights

SERVICE ADVISOR**12%
> "Hello, may I speak with **Mr./Ms. (Custome…12%
> "Hi, this is **(Your Name)** from Chloe's A…12%
> "Absolutely, I understand. What would be a …12%
Document the callback time and follow through.12%
> "Great! Our ASE Certified Technician, **(Te…12%
> "We inspected the concern you brought your …12%
Before discussing the repair, reassure the cu…16%

Organization

Chloe's Auto Repair

Locations: Kennesaw · Dallas Hiram

Phone ingest

Point your Grandstream / Edge CCTV recording pipeline at this endpoint after every call:

POST /api/ingest/calls
Authorization: Bearer dev-ingest-key-change-me
Content-Type: application/json

{
  "externalId": "cdr-unique-id",
  "direction": "inbound",
  "fromNumber": "+1...",
  "toNumber": "+1...",
  "extension": "101",
  "locationCode": "KEN",
  "startedAt": "2026-08-07T15:00:00.000Z",
  "durationSec": 180,
  "transcript": "optional if you already have text",
  "attributionSource": "google_ads"
}

Multipart also supported: field payload (JSON) + file field recording.

Grandstream / Edge CCTV Ingest · prefix dev-ingest-k… · active

AI scoring & transcription

OPENAI_API_KEY — Whisper transcription + GPT rubric scoring + script→rubric rebuild + CX SOP–aware coaching tips.
DEEPGRAM_API_KEY — preferred for phone audio STT when set (falls back to Whisper).
Without keys, paste a transcript on Import — heuristic scoring still works; script rebuild uses line-based criteria.

Customer Experience

Customer Experience SOP

Training scripts

Inbound Sales Inquiry

Outbound DVI / Estimate

Organization

Phone ingest

Tags

AI scoring & transcription