Name that KC Doc!
All about notating a case.
What is the National Notation Guide (Case Managers). #2960
Martha is speaking on our customer John's behalf today. She was able to verify the vehicle, phone and email, and address on file. I know there's one more question we need to ask.
What is Martha's relation to John?
Required Code, Secondary Code, Vehicle Down At Dealer (if needed), Component, What is wrong with the vehicle from the customer's perspective, What is the customer seeking?
What is the CRS?
E-Payment and Check.
What are the two payment methods?
True or False: We can NOT use personal prounouns throughout notations.
Show me Goodwill!
What is the National Hyundai Goodwill Guide. #4518
My customer can't stop crying. She is frustrated that I am the 4th case manager she has received and there is no resolution to her case.
What is give empathy and reassurance?
Sentiment, Category, Sub-Category, System, Component, Symptom, Resolution
What is the Siebel Coding?
Campaign, Goodwill, and Warranty.
What are the 3 Request Categories?
True or False: We can add customer in the customer states notes.
What is False.
I use this to help build an HPR document.
True or False: We should follow up every day with the customer if the part is on back order.
What is False?
*BONUS 100 POINTS* When should we follow up?
What is the RS?
True or False: A payment for the customer is always guaranteed if they get to a Tier 2 case manager.
False.
The two contact format exceptions to the normal Dealership and/or Customer header in the notations are who?
Who are the AMM/DPSM and RWCAM?
My case received BBB documents.
Oh no! My customer's check was mailed to the wrong address. I know who I need to email due to the address change!
Who is Brandon Gallegos. BGallegos@hmausa.com
Offer Letter, RO, required invoices, Proof of Vehicle Ownership (if sub owner).
What is the HPR?
The customer will have the following options for an E-Payment in their email.
What is Bank, Debit, or Zelle.
What is False?
**BONUS 200 POINTS**
What are the 3 things we can use quotations for?
I'm stationed in Poland. My vehicle needs recall 251 completed.
What is the National Warranty/Campaign/Recall on Vehicles outside the U.S. #5071.
True or False: Customer's engine is being repaired under Campaign T3G. We can reimburse $60 to $75 a day.
What is False:
*BONUS 100 POINTS* What can we do?
***Required Code*** How the case was resolved.
What is the Final RS?
Fill in the blank:
_________ _____ __________ _______ __________, an activity will be created against the Siebel case and if the case is closed will be reopened. The case will appear on the case manager's homepage for follow-up with the customer.
What is If the E-Payment is Unsuccessful.
True or False: This sentence is correct in the documentation.
-Committed to following up with the customer on 7/17/24.
What is False: Why are we following up?