Across
- 2. Ali is threatening legal action against a Hyundai Dealer and you must ask _______ questions to thoroughly assess the customer's concerns and requests.
- 4. Assign a _____ _____ Case Handling Activity to the Dealer Liaison Team if a customer has filed a compliment for a Hyundai Dealer.
- 7. ______ a dealer legal threat case to the Dealer Threats Case Handling queue.
- 9. If Saturday or Sunday, a Tier 2 _____ _____ will assist when dealer personnel contact HCCC.
- 11. If a dealer personnel is contacting Hyundai Customer Connect Center ask them to provide a ____ ____ the transfer the caller to the dedicated dealer line.
- 13. The required contact reason summary for Legal Threat Against Hyundai Dealership for Service, Sales, Finance or Dealership Personnel - Agent Process.
- 18. Legal threats regarding ___ _______ vehicles do not get escalated.
- 19. Be sure to ______ with the customer that concerns that fall outside of Hyundai's influence will need to be resolved by the customer working directly with the dealership.
- 21. Customers should be clearly informed that replacement transportation (rental car or dealer loan car) is ____ covered under the terms of Hyundai Motor America (HMA) limited warranties
- 22. It is important to note that all dealer complaints and compliments will require a ______ to the dealership, with no exceptions.
- 24. DO NOT _______ to the customer that a loaner or rental vehicle will be provided.
Down
- 1. A process when a Tier 2 agent is required to retrieve any ______ from a Hyundai Dealership.
- 3. If the customer is insistent on requesting HCCC to assist with a loaner/rental vehicle and states that the dealership will not provide a loaner/rental vehicle, offer to _____ ______ the customer's request with the servicing dealership.
- 5. Do not advise the _____ that their dealer legal threat will be escalated.
- 6. ________ fees and service prices are to be considered dealership business and customers should be directed to the service director or service manager.
- 8. A customer is advising that a Hyundai dealer has harassed them. You made sure to code and document CRS and RS, where do you transfer the case?
- 10. Clearly state in the ______ description the documents needed to process the customer request.
- 12. ______ the customers concern is the first Tier 2 process step when assisting a customer who has claimed thier vehicle has been damaged at a Hyundai dealer during repair.
- 14. The required Category if a customer’s vehicle was damaged at a Hyundai dealership during repair.
- 15. The Hyundai _____ _____ Team is only available Monday through Friday from 6:00am to 6:00pm Pacific Time.
- 16. Dealers may have a limited supply of these ____ cars creating availability issues.
- 17. In the event that the dealer is no longer on the line when attempting to transfer, provide the Dealer Liaison Team agent with the name, position and ____ _____ for the dealership employee and document that the caller was no longer on the line in your Inbound call activity.
- 20. Advise a customer who's vehicle was damaged during a repair that a _____ ____ call will be made in 2-3 business days.
- 23. If the dealer is calling in regards to a _______ vehicle, transfer to 631003.