Day 1
What is the report you use daily that shows past dues, resolution summary, repeat inbound customer contact etc?
What is Customer Care Daily Case Report?
What is Goodwill meant to do?
What is surprise and delight and promote customer loyalty?
What perception should Title & GVOC be based on?
What is Customer?
What should you do for DPSM if you move to a new region?
What is call or email to introduce yourself
How many attempts should you make/document to de-escalate a customer before sending to the supervisor line?
What is 2?
What are the only approved wipbins?
What is
Default/Inbox
Monday
Tuesday
Wednesday
Thursday
Friday
If a BB/R&R is denied, what are our next steps?
What is Inform of the denial and review for GW?
When sending an O&R Modification, what should you email your ECR Leadership team? (Provide all)
What is Customer redlined/edited document, the Word Document, and GW Summary?
What should you try to do when the customer's concern cannot be duplicated?
What is probe with the customer on their concerns
What are 2 best skills to use when de-escalating a customer?
What is Empathy & Active Listening?
True or False: If a customer's vehicle is still down at the dealer pending repairs and you are not able to reach the customer, you would not close the case.
What is true?
What is our ECR motto ?
What is Fix the vehicle, fix the customer?
What format should a O&R be sent in?
What is PDF?
What should be your Subcase Title?
What is Request Code
What is an ECR's objective?
What is the objective of the Escalated Case Team is to improve the overall customer interaction by reducing case cycle time. We will do this through improved reporting and technology, with the goal of reducing BBB/Lemon Law and ADL cases while improving our overall customer and dealer satisfaction?
What is the new productivity expectations?
What is 15 cases / 15 calls / 15 activities?
When a digital disbursement voids, what is our process?
What is reach out to the customer and gather physical mailing address to issue paper check?
What is GVOC?
What is Global Voice of the Customer?
What should you always create when requesting FTS involvement?
What is CA-FTS Request & Subcase?
What is one of the benefits of taking ownership of a decision?
What is
Personal Growth
Improved Relationships
Increased Confidence
Better Decision-Making
True or False: CAS cases should be escalated for days down or lawyer
What is false?
What is one reason to send a case to ECA for review?
What is Liability Review, Goodwill Review over $2500, Request for expediting UPER parts?
What is one thing you should review for file verification?
What is
Check for duplicate cases to ensure there are no other open CA, ADL or Lawsuit Cases
Make sure title contains customer's specific concern & what they are requesting of KIA
Update GVOC & TREAD to make sure they are correctly coded for the customer's specific concern
Update Title to make sure it contains applicable Date of Demand, IQS, SC, PI, WTY Extension, etc.
Update Work Group to ECR
Update Status Levels and Follow-Up Date
Verify all customer contact information and mileage are up to date
Thoroughly review all previous cases (CA, TL and FTS cases) to gain a full understanding of customer experience, concern and request being made of KIA
What should you try to do when the customer's concern cannot be duplicated?
What is probe with the customer on their concerns?
What is one resource/manual we can use to educate our customers on our warranties/processes?
What is the WCIM?