Get Your Check List!
This is the goal to Learn and Improve from Feedback.
What is how to continuously work toward improving our customer service skills.
Find me the KC document for a New York customer that made an assertion.
National Handling of Assertions (Non-California) 2930.1
Name this step: Has the Risk been eliminated? If so, take note of the strategy for Risk Prevention in the future. If not, go back to Step 3.
What is Step 5: Evaluate
This is who you should email for clarification with your TL if a Legal Flag with a Letter of Representation is attached.
Who is Angie Perez
aperez@hmausa.com
Fill in the blank:
Always avoid ________ your daily schedules leading to past-due activities and broken commitments to customers.
What is overbooking.
Find me the KC document for a California customer that made an assertion.
National Handling of California Assertions
2932.1
Name this step:
What is the Risk and how can it impact the customer and the business?
What is Step 1: Analyze
The customer states they have an attorney but no representation letter is on file.
What is asking if HMA has the authorization to continue to work with them until an offical attorney letter is received.
***DOUBLE JEOPARDY***
Fill in the Blank:
NEVER make any ________ ________ without first verifying ALL facts.
What is compensation promises.
Find the KC document number where the customer retained an attorney.
What is 2944.1
***DOUBLE JEOPARDY***
Define Step 3: Strategize.
Use the Knowledge Center, and if needed, collaborate with your Team Lead to determine what will be the best next steps to eliminate the risk.
This is the subject line for the email being sent when you are contacted for information by Law Enforcement
*WRITE YOUR ANSWER IN THE CHAT*
What is LAW ENFORCEMENT REQUEST FOR:
When we're identifying potential risks, we should know our customer, understand their attentions, and determing if they're making what?
What are assertions or threats.
Find me the KC document number when an insurance company calls to get information on a customer's case.
What is 5860.1
Define Step 2: Brainstorm.
What is Think about how the risk came to be whether could it have been prevented or not and why.
***DOUBLE JEOPARDY***
True or False:
If the HMA attorney is still working on the case, the RS code before closing should be "TRANSFERRED TO LEGAL".
"LEGAL TO HANDLE"
During the course of case management a development may arise that was not anticipated by the customer such as a part delay with no ETA for a new vehicle requiring a repair.
What is Anticipate and prevent future risks.
***DOUBLE JEOPARDY***
Fill in the Blank:
____ is an important factor for California customers.
What is Time.
Name this step:
Begin the next steps and take note of the outcome of those steps.
What is Step 4: Implement
**WRITE YOUR ANSWER IN THE CHAT**
What is:
Dear [NAME],
Thank you for contacting Hyundai Motor America Consumer Affairs. We would like to assist you directly, however since you have retained an attorney, we are therefore restricted from discussing your claim with you.
If you would like to speak with us about your claim, please have your attorney notify our legal department in writing referencing case number [XXXXXXX].
Authorization can be sent from your attorney to:
ATTN: Legal Department
Hyundai Motor America
PO Box 20850
Fountain Valley, CA 92728-0850
Thank you for being a valued member of our Hyundai Family.
Respectfully,