Key Behaviours
What are the four main customer touchpoints used to organize key behaviours?
Appointment (booking), Reception/Write-up, Status Update, Vehicle Return
What is the primary business outcome of Signature Accelerate?
Customer Retention
Why does Hyundai recommend introducing the VIR even when everything looks “green”?
As an early-warning tool and prevent future “surprises”
To address customer concerns early “catch the ______ before it becomes a fire.”
Spark
What tool did we use to assess whether key behaviours were demonstrated at each customer touchpoint?
The KBOCKS Assessment
Why are retained customers often described as “happier” customers in Service?
They already trust us.
Trust depends on two factors. What are they?
Customers must like you, and you must demonstrate you’re trustworthy
What is the name of the de-escalation model taught for handling upset customers?
SAFE
What is the top customer upset factor when they SERVICE their EV?
Product Knowledge
What does “reducing customer effort” mean in practical terms?
Removing Friction, making the Service journey easier, clearer, and more convenient.
People buy from people…
They Trust
In the SAFE model, what does the “S” step focus on?
Self-control
True or False - Adapting to the Customer style is important to make people “buying” you
True
Process and Customer Experience improvements drive what result?
Long-term Loyalty
What tool should be explained to every customer at every visit to support transparency and trust?
The Vehicle Inspection Report (VIR)
In the SAFE model, what does the “A” step require you to do before moving into solutions?
Acknowledge the customer’s emotion/concern
We can describe KBOCXS as:
Delivering your Friendliest most Helpful behaviour
What are customers’ ‘New Currency’?
Convenience & Time
If your customer is direct and to the point you should…
Be direct and to the point
What does the final step of SAFE emphasize as the goal of the conversation?
Problem-solving