Hot Alert Management Criteria

Choose a study mode

Play Quiz

Study Flashcards

Spaced Repetition

Chat to Lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What is the first step after a hot alert case has been assigned?

Update the system for Quick VOC.
Contact the customer immediately.
Escalate the case to the Sales Manager.
Review the issue and confirm the response. (correct)

How soon should the customer be contacted after receiving a hot alert case?

Within 24 hours in the customer's preferred method. (correct)
Within 12 hours in any manner.
Only if the issue cannot be resolved at the dealer level.
Immediately regardless of their preferred method.

What should be done if a hot alert case cannot be closed within the nominated period?

Escalate the case to the Sales Manager for further instruction. (correct)
Attempt to resolve the issue again at dealer level.
Notify the customer about the delay.
Update the system to reflect the case status.

What happens after a hot alert case is closed?

<p>The system is updated to activate Quick VOC for satisfaction rating. (C)</p> Signup and view all the answers

What is the primary goal of managing a hot alert in relation to the customer?

<p>Understand and improve customer satisfaction. (D)</p> Signup and view all the answers

Flashcards

Hot Alert Case Review and Communication

A hot alert case is reviewed, and communication is confirmed before contacting the customer.

Customer Contact Protocol

The customer is contacted directly within 24 hours using their preferred method to clarify the issue.

Escalation Procedure

If a hot alert case cannot be resolved within a set timeframe at the dealer level, it is escalated to the Sales Manager for further guidance.

Post-Resolution Feedback

After a hot alert case is resolved, the system is updated to activate Quick VOC (Voice of Customer) for satisfaction feedback. This feedback helps assess customer satisfaction with the handling of the hot alert.

Signup and view all the flashcards

Hot Alert Management Objectives

Hot alert management aims to address customer issues promptly and effectively, maintaining customer satisfaction. This includes reviewing the issue, contacting the customer directly, escalating if needed, and collecting post-resolution feedback.

Signup and view all the flashcards

Study Notes

Hot Alert Management Measurement Criteria

Customer Focus: Maintain constant communication with customers and resolve satisfaction issues promptly.
Prioritization: Review and confirm the issue before contacting the customer once a hot alert case is assigned.
Timely Resolution: Contact the customer directly within 24 hours using their preferred method to clarify the issue.
Escalation: If a case cannot be closed within a specified time or resolved at the dealer level, escalate it to the Sales Manager for further guidance.
Feedback Collection: After case closure, update the system to activate Quick VOC for hot alert satisfaction, tracking customer satisfaction rates.