PE13-REV

 HYUnCRI
lucson
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2012 SCCP -10/12
2012 Select Car Care
P13 -Rev A
PROGRAM ANNOUNCEMENT
TIMEPERIOD: From October 19, 2012 to December 31, 2012
NOW IS THE PERFECT TIME TO OFFER SELECT 2007-2009 MY TUCSON OWNERS
AN EXTRAORDINARY LEVEL OF CARE!
Selected Hyundai Retail Owners (excludes fleet, HMA owned vehicles (employee lease), dealer
Service Rental Cars and dealer stock vehicles) that qualify for Service Campaign #TF4 - ECM
Update - Fuel Adaption - TSB #12-01-003 (2007-2009 Tucson 2.0l} qualify for this special 2012
Select Car Care Promotion . We strongly urge Hyundai Dealers to participate in this very special
program if the selected vehicles are within their dealership area.
Goals of the Program:
1. Provide each customer with a fast and convenient ECM update process
2.
Delight these customers with complimentary services and special care handling
3.
Use your active delivery process to turn these owners into loyal service and parts
customers
4. Make 2007-2009 MY Tucson owners advocates of the Hyundai brand .
Hyundai Will Pay Your Dealership to Provide These Special Offers to Select 20072009 MY Tucson Customers!
Yes! We need your commitment to "Roll Out the Red Carpet" for these customers. Let's turn
each and every owner into an advocate for your dealership and for the Hyundai brand. Here is
what we are offering:
Complimentary Services to Delight Your Customers
1
Complimentary Technician Visit to Customer Location
$100
2
Complimentary Vehicle Pickup/Delivery from Customer Location
$100
Preparing to Deliver Extraordinary Service:
The Treats Are On Us! See Select Car Care P09 for surprising the customer with treats.
Attention Service Manager: Review These Best Practices With Your Staff
Completion of this Service Campaign TF4 is critical for customer satisfaction with the
performance of their vehicle. We encourage you to contact your customers to bring them in
for completion of this Service Campaign TF4.
Selected Vehicles with P13 and TF4 campaigns:
./ Check each VIN for open campaigns in the WEBDCS Warranty Vehicle Information
Screen. Verify vehicle has an open P13 2012 Select Car Care Promotion and an open
Service Campaign TF4 .
./ Properly document the customer's email address and phone number on the Repair
Order and update any changes on WebDCS .
./ Properly document all information on the applicable Tucson Checklist (attached to this
Document) and attach it to the Repair Order .
./ Offer each customer the option to have their car washed and vacuumed and windows
cleaned inside and out if the vehicle is being picked up and delivered back to the
customer. Hint: Tell your customer that extra time is needed to perform this service Set the proper time expectation .
Customer Handling:
./ Because we will be following up with these customers to mail their $25 Promotional
Card, please ensure that the customer information on the repair order is accurate .
./ Expedite these repairs as a shop priority to complete the repair, paperwork, car wash
and delivery in the time promised to the customer.
./ Contact your customers that have a Select Car Care P13 identified on their VIN and
explain the options that are available to them:
•
Your dealership will send out a technician to the customer's preferred location to
complete the software update
Or
•
Your dealership will pick up the customer's vehicle at their preferred location,
complete the software update at the dealership, and then return the vehicle to
the customer's preferred location .
./
Request regional support if necessary.
Delivery:
./ During the Active Delivery - Inform your customer that the vehicle was washed (if you
did wash it) .
./ Offer to make the next service appointmen t.
Claim Information:
Submit P13 Select Car Care Promotion claims on the Campaign Claim Entry Screen using the
applicable labor operation that was performed.
CLAIM INFORMATION
Op Code
JMP13SC1
Operation
Complimentary Pick-Up/Delivery
JMP13SC2
Complimentary On-Site Reprogramming
Reimbursement Amount
$100
$100
•
The P13 Select Car Care Promotion must be on the same Repair Order as the Service
Campaign TF4-ECM Update-Fuel Adaption-TSB #12-01-003 {2007-2009 MY Tucson).
•
Document on the Repair Order the actual services rendered to the customer.
•
Use the applicable Labor Operation Code :
JMP13SC1- Dealership picked up/delivered the vehicle at the customer's
•
Preferred Location and completed the software update at your service location
(Claim Operation code JMP13SC1)
Or
•
JMP13SC2 - Technician physically was sent to the customer's Preferred Location
to complete the software update (Claim Operation code JMP13SC2)
$25 PROMOTIONAL CARD
The $25 Promotional Card will be sent to the customer directly from Hyundai. Please submit
your TF4 campaign claim as soon as possible after repair is completed. We will use the TF4
claim submission as the trigger to mail the $25 Promotional Card to your customer.
SUMMARY
Your commitment to "Roll out the Red Carpet" for these customers will help turn each and
every Hyundai owner into an advocate for your dealership and the Hyundai brand.
HINT: You may want to consider the candy/cookie concept to help boost HSI for all customers
as announced in 2012 Select Car Care P09!
P13 - Tucson Checklist: Pick-up
0
Run DCS - Open Select Car Care P13
Customer Information
CUSTOMER NAME: _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
APPOINTMENT DATE : - - - - - - - - - - - - - - -
Customer Information
CUSTOMER CONTACT NUMBER : _ _ _ _ _ __
ASK FOR : _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
ESTIMATED DEPARTURE TIME : _ _ _ _ _ __
PICK-UP PROMISE TIME :- - - - - - - - - - - - - DELIVERY PROMISE TIME : _ _ _ _ _ _ _ _ _ _ _ __
ARRIVAL TIME : _ _ _ _ _ _ _ _ _ _ _ _ __
DAY BEFORE
LOCATION OR SPECIAL INSTRUCTIONS :
Call Customer to Confirm:
0
D
Confirm Pick-up I Delivery Location and any special instructions
0
Delivery time
O
D
Circle Contact Method: Cell or Home Phone, Email, Text Message
O
Valuables removed from car and Maintenance Manual on seat
Pick-up time _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Phone No.
Email _ _ _ _ _ _ _ __
Before You Leave the Dealership:
D
Clipboard with required documents
with sticky notes for signatures
Inform:
O
0
Who will pick up the vehicle _ _ _ _ _ _ _ _ _ _ _ __
D
Cell phone
Required signatures: RO
O
D
Ask customer to remove ANY valuables from the car
Take seat cover and protective
floor mat
D
Ask customer to leave maintenance book on the front seat,
if applicable
At Pick-up:
D
Inspect customer's vehicle for damage
(interior and exterior)
D
D
D
D
D
Secure signatures (RO) and leave copies with customer
DAY OF
Prepare Paperwork on Clipboard for Tucson Pickup
0
Pre-printed Repair Order, and extra copy for
customer
D
Pre-printed map with directions to customer's
address / location
D
Estimated drive time
0
This form
Obtain key fob
Record Customer Vehicle fuel tank level _ _ _ __
Record Customer Vehicle Mileage _ _ _ _ _ __
Install protective covering (floor mats, steering
wheel cover, and seat cover)
Note any damage on Customer's Car
D
Customer's Signature: _ _ _ _ _ _ _ _ _ _ _ _ __
ONCE COMPLETED, ATIAC H COPY TO RO
Pl 3 - Tucson Checklist: Delivery
D
Run DCS - Open Select Car Care Pl 3
Customer Information
CUSTOMER NAME: _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
CUSTOMER CONTACT NUMBER: _ _ _ _ _ __
DELIVERY DATE : _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
DEPARTURE TIME : _ _ _ _ _ _ _ _ _ _ __
DELIVERY PROMISE TIME: _ _ _ _ _ _ _ _ _ _ _ __
DELIVERY TIME: _ _ _ _ _ _ _ _ _ _ _ __
ACTUAL DELIVERY TIME: _ _ _ _ _ _ _ _ _ _ _ _ __
LOCATION or SPECIAL INSTRUCTIONS:
Prior to Customer Return:
D
Ensure the vehicle is washed, dried , vacuumed, and windows
are cleaned inside and out
Contact the Customer:
At Delivery:
D
D
Explain the work performed
D
Offer to make the next appointment (via Hyundai Online Service
Scheduling System)
Explain work completed and vehicle is enroute
Update Maintenance Book with Maintenance Details ,
if applicable
Prepare Delivery Envelope:
0
Repai r Order
D
D
Bring delivery envelope containing customer paperwork
Remove protective covers (seat and floormats)
D
D
Customer's Fuel Reading _ _ _ _ _ _ _ __
0
Date Delivered _ _ _ _ _ _ _ _ _ _ _ __
0
Time Delivered _ _ _ _ _ _ _ _ _ _ _ __
D
Return key fob
D
Have customer sign final Repair Order
Customer's vehicle mileage _ _ _ _ _ _ _ __
Note any damage on Customer's Car
Customer's Signature: - - - - - - - - - - - -
ONC E COM PLETED, ATIAC H COPY TO RO
P13 - Tucson Checklist: On-site Reprogramming
D
Run DCS Open Select Car Care P13
Customer Information
Customer Information
CUSTOMER NAME: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
CUSTOMER CONTACT NUMBER : _ _ _ _ _ __
APPOINTMENT D A T E : - - - - - - - - - - - - - - ON-SITE PROMISE TIME _ _ _ _ __ _ _ _ _ _ _ _ __
ASK FOR: _ _ _ _ _ _ _ _ _ _ _ _ _~
ON-SITE COMPLETION TIME: _ __ _ _ _ __ _ __ __
ARRIVAL TIME: _ _ __ _ _ _ __ _ _ __ _
ESTIMATED DEPARTURE TIME: _ _ _ _ _ __
LOCATION OR SPECIAL INSTRUCTIONS:
DAY BEFORE
Call Customer to Confirm:
D
0
D
D
D
D
On-site time - - - - - - - - - - - - - - - - - - Confirm On-site location and any special instructions
On-s ite-completion time
Circle Contact Method: Cell or Home Phone, Email, Text Message
Phone No. _ _ _ _ _ _ _ Email _ _ _ _ _ _ _ _ __
Valueables removed from car and Maintenance Manual on seat
Inform:
D
D
D
D
Who will be onsite for the vehicle _ _ _ _ _ _ _ _ _ _ __
Required signatures: RO
Ask customer to remove ANY valuables from the car
Before You Leave the Dealership:
D
Clipboard with required documents
with sticky notes for signatures
D
D
Cell phone
Take seat cover and protective
floor mat
Ask customer to leave maintenance book on the front seat
if applicable
On-site Reprogramming:
DAY OF
D
Inspect customer's vehicle for damage
(interior and exterior)
Prepare Paperwork on Clipboard for Tucson Valet:
D
Secure signatures (RO) and leave copies with
customer
D
D
D
Obtain key fob I Return Key Fob
D
Pre-printed Repair Order, and extra copy for
customer
D
Pre-printed map with directions to customer 's
address I location
D
Estimated drive time
D
This fo rm
Record Customer Vehicle Mileage _ _ _ _ _ __
Install protective covering (floor mats, steering
wheel cover, and seat cover) Remove when completed .
Note any damage on Customer's Car
Customer's Signature : _ __ _ _ __ __ _ __
ONC E COMPLETED , ATIACH COPY TO RO