Acronyms
AMM
After-Sales Market Managers
The year Genesis became it's own brand
What is 2017?
CEO of Hyundai/Genesis
Who is Jose Munoz?
When should we respond to emails at the latest
What is by end of day (EOD)?
Expected daily activities
What is 50+?
BBFS
What is Buyback Fact Sheet?
Which state holds the most liability for lawsuits?
Senior Group Manager Genesis Customer Care
Who is Samantha (Sam) Lim?
The vehicle down service level expectation?
What is a 1/2 a day?
The re-open rate goal
What is 12% or less?
CVP
Courtesy Vehicle Program
Model of the 1st Genesis electric vehicle
What is GV60?
GMA Manager of Executive Case Management
Who is Melanie Leigh?
External department that handles LL repurchase and surrender of vehicle
Who are Sedgewick/Auto Solutions Team (AST)
Minimum amount of resolved cases per week in production
What is 10 cases?
AFOM
Who is the After-sales Field Operations Manager?
Which is our flagship model?
What is G90?
Director of Customer Experience
Who is John Gramata?
Time off request must be given with how much advance notice
What is 2 weeks in advance?
Service level expectation for Genesis
What is 1 day/24 hours?
GSS
Genesis Service Solutions
When a vehicle is down at the retailer, who do you contact first?
Who is the retailer?
The Chief Customer Officer
Who is Barry Ratzlaff?
The hierarchy for the field team: AMM, AFOM, FOM, ROM then...
Who is Director?
The Genesis goal for CSAT
What is 3.8+?
We always strive for 4.0+!!!