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?
The year Genesis will be all electric
What is 2030?
Senior Group Manager Genesis Customer Care
Who is Samantha (Sam) Lim?
The most effective mode to contact guests
What is the phone?
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?
This group handles the LL repurchase calculations and surrender of the vehicle
Who are Sedgewick/Auto Solutions Team (AST)
Minimum amount of resolved cases per week in production
What is 10 cases?
MLE
Model Line Engineer
Which is our flagship model?
What is G90?
Director of Customer Experience
Who is John Gramata?
Must provide a request for time off to be approved
What is 2 weeks in advance?
Service level expectation for Genesis
What is 1 day/24 hours?
GSS
Genesis Service Solutions
Minimum amount of calls to guests/retailers a day
What is 25?
The Chief Customer Officer
Who is Barry Ratzlaff?
Who do we engage for assistance when a retailer is unresponsive
Who is AMM?
The Genesis goal for CSAT
What is 3.8+?