How do I handle a Property Damage/Personal Injury claim US and Canada?
Introduction:
When a consumer calls in and advises that there has been some type of property damage/personal injury caused by, or related to, the use of their product, and they are seeking monetary compensation, we will follow the Claim procedure.
Trigger Words:
Customer seeking compensation for damages or repairs.
Customer required medical attention.
Information we must obtain from the Customer:
Date of Incident:
Time of Incident:
What issue was reported by the customer?
Model #:
Serial #:
Email and phone number
Ticket actions:
Categorize the case as Personal & Property Injury and externally escalate it to Corporate US.
The ticket status should be “in process”. Don’t forget to select the option to escalate, otherwise, the ticket will not reach Corporate.
No further action is required by the call center unless designated by Corporate.
Customer's expectations:
Advise the customer that pictures of alleged incidents will be required.
Advise the customer to keep the product because De’Longhi may want to inspect it.
The customer will be contacted back (Corporate will call the customer for pictures and estimates).