TO:   Sales Consultants & Sales Managers
SUBJECT:  CSE Quick Tip #15 – Issue Resolution
Date:  April 2020

We understand issues may arise in the sales process; quickly resolving customer issues can convert a disgruntled customer into an advocate!

When an issue occurs during the car buying process, the immediate focus should be on resolving it in the most effective and efficient way possible. We can’t change the customer’s previous experience, but we can work to fix their issue and ensure future interactions or experiences with Kia are exceptional!

Here’s how issues are triggered for Sales:

• Answered 0-6 to Likely to Recommend question for all models
  • Note: Telluride customers who answer 7-8 will also trigger an alert
• Vehicle was not delivered clean
• Vehicle was delivered damaged
• Vehicle was delivered with mechanical or electrical problems
• Features/functions were difficult to understand
  • Note: Alerts from Features and Functions will not be included in the Issue Rate Resolution calculation, but it is still important to reach out to those customers to resolve their issues and reconnect for repeat and referral business

Timeline for Issue Resolution

• Dealers have five calendar days to resolve the issue with the customer before it is escalated to the Dealer Principal and DSM
• If the customer indicates that the issue is still unresolved by answering “No” to the follow-up survey, then it is escalated to Kia Consumer Affairs for further follow-up
• Any issues closed after five calendar days will not count toward the dealership’s Issue Resolution Rate

Remember: Use any issues that come up as an opportunity to demonstrate how exceptional the Kia customer experience can be!

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.