Leadership
Who is Judy?
This fundamental soft skill involves truly hearing what another person is saying, processing their point of view, and responding thoughtfully rather than just waiting for your turn to speak.
What is active listening?
True or False: When a customer calls with a problem, an agent should always focus on creating the ticket before beginning any troubleshooting steps.
What is False?
This coverage program famously protects new original owners' engines and transmissions for 10 years or 100,000 miles.
What is the Hyundai Powertrain Limited Warranty?
True or False: Customer had there vehicle serviced at a dealer, but the problem is still happening and will need to take it back, we cant escalate.
What is False ?
This Team Lead has a Farm
Who is Megan?
Crucial for handling frustrated callers, this soft skill involves putting yourself in the customer's shoes to validate their feelings before moving toward a resolution.
What is empathy?
In a Connex case, you will find the "Device Status" located directly under this specific section of the account interface.
What is "Connected vehicle details"?
While original owners enjoy a decade of engine and transmission coverage, this is what the Hyundai Powertrain Warranty steps down to for subsequent buyers.
What is 5 years or 60,000 miles?
For reimbursement we can confirm if customer will be covered, but not the amount.
What is False?
This Team lead is Obsessed with League of Legends
Who is Christian?
This key communication skill involves replacing negative or restrictive language—like "I can't do that" or "That's policy"—with solution-focused phrases such as "Here is what I can do for you."
What is positive phrasing or Soft skills?
This is the maximum number of different troubleshooting paths or methods available to resolve an issue (Before services are active).
What is 4?
Often referred to as "bumper-to-bumper" coverage, this Hyundai program protects against factory defects in systems like air conditioning, audio, and electronics for 5 years or 60,000 miles.
What is the New Vehicle Limited Warranty?
What escalation process has a fruit in it?
Lemon Law process ?
This Team Lead can speak 3 language
Who is Mason?
During tense escalations, this soft skill involves keeping the caller focused on resolving the actual problem while preventing emotions or personal insults from derailing the interaction.
What is de-escalation?
When troubleshooting pairing issues with Hyundai Digital Key, agents must verify that both smart key fobs are inside the vehicle, the engine is running, and the customer's smartphone is resting directly on this vehicle surface during the process.
What is the Wireless Charging Pad (or NFC Pad)?
Unlike most factory warranties that cap distance based on mileage, this Hyundai service program includes towing, tire changes, and lockout assistance for 5 years with no limit on distance or mileage.
What is Roadside Assistance?
For Major repairs New or Subsequent owners who purchase a used vehicle do not qualify, unless the vehicle is still within this timeframe.
What is the first 100 days of the DFU?
This Team lead is considered the Best of the Best.
Who is Kaz?
When handling complex or multi-part customer inquiries, this soft skill involves confirming that all issues have been addressed—often by asking "Is there anything else I can assist you with today?"—before concluding the call.
End of call summary or Closing
If an Over-The-Air software update fails or stalls mid-download on a Hyundai navigation system, agents instruct the customer to manually download the update software onto this type of storage media formatted as exFAT or FAT32.
What is a USB Flash Drive (64GB) or SD card ( 32GB)?
Designed to offset routine upkeep expenses for early ownership, this Hyundai program includes factory-scheduled oil changes, tire rotations, and multi-point inspections for 3 years or 36,000 miles.
What is Hyundai Complimentary Maintenance?
This specific recall is one that agents can escalate and confirm that the customer will be contacted by their Case Manager in only 24 hours.
What is recall 296?