All About Hyundai
This is Hyundai's primary means of communication with our customers?
What is Telephone?
This will either be MECHANICAL CONCERN or DEALERSHIP TREATMENT/SALES COMPLAINT
What is the Required Code?
This is when you update the RS.
Demonstrate in the chat what a customer header should be.
Customer (Name) @ (123-867-5309) states:
This is the number of days to handle in production.
What is 10?
This is what CSAT stands for.
What is Customer Satisfaction?
This code will be after the supporting code if the vehicle is at the dealership. (Demonstrate in the chat).
VEHICLE DOWN AT DEALERSHIP
This is the format for a RS for an active case.
Today's date and what was done on the case, committed next steps and date of the next follow up.
This is the word we do NOT use in the customer's paragraph.
What is the word customer.
This is the service level for a Mechanical Concern case.
What is 24 business hours?
This is what CSI stands for.
What is Customer Service Index.
(Not Crime Scene Investigation)
This is the last sentence of the CRS.
What is the customer seeking?
This is the name of the last time you update the RS.
What is the Final RS.
The following sentences are the only sentences that have quotations on them.
(You will get 100 points per answer)
Legal assertions, customer demands, and I statements.
This is when the case number is in red.
What is no open follow up.
This is our current CSAT goal.
What is 3.1?
Who is the customer?
Demonstrate a complete RS in the Chat:
Initial contact was completed with the customer on 8/4/24. Follow up with dealer for ETA on repairs on 8/6/24.
8/4/24: Initial contact with the customer. Follow up scheduled with dealer for ETA of repairs on 8/6/24.
Demonstrate in the chat what a dealership header should be.
Dealer (Name or Code) (Name/Role) @ (123-867-5309) states:
This is where you will see your open cases in Siebel.
What is My Open Cases.
These are the 5 Hyundai Core Values. (You will get 100 points per answer you get.)
Globality, Challenge, People, Collaboration, and Customer
**DOUBLE JEOPARDY**
Demonstrate a complete CRS in the Chat:
2024 Sante Fe is down at the dealer for an engine repair. Customer reported a knocking noise. Customer is seeking transportation assistance.
REQUIRED CODE; SUPPORTING CODE; VEHICLE DOWN AT DEALERSHIP; COMPONENT; what is the concern with the vehicle. What is the customer seeking.
**DOUBLE JEOPARDY**
Demonstrate a complete Final RS in the Chat:
Warranty Repair T3G PA approved for Engine replacement. Customer was provided a vehicle from the dealer for transportation during repairs.
**WARRANTY REPAIR** PA approved for an Engine Replacement under T3G. Dealership provided the customer with an SRC during repairs.
The following are grammar checks that QA will look for.
(4 answers. You will get 200 points if you get 1, 300 if you get 2, 400 if you get 3, and the 500 if you get all 4.)
Each sentence starts with a capital letter.
The end of each sentence has punctuation.
No spelling errors.
The lines of the notations must be formatted the same (lines up).
This is the one thing case managers never do on an initial call.
What is giving a denial.