How to handle a Safety Issue US / CA
Introduction:
When a consumer calls in and advises there may be a safety concern with their product we will follow the Safety procedure.
Trigger Words: These words are red flags to the product specialist.
Burning Smell/electrical smell
Hot Cord/Hot Plug
Melting/Burning
Sparking
Flames
Information we must obtain from the Customer:
Date of Incident:
Time of Incident:
What issue was reported by the customer?
Product Type:
Model #:
Serial #:
Email and contact phone number.
Ticket actions:
The reason of escalation should be “Technical Evaluation” and external escalate it to Corporate US
Make sure you select “escalate”, otherwise the ticket will not reach Corporate.
Customer’s expectations:
Advise the customer to keep the product because De’Longhi may want to inspect it.
The customer will be contacted back.
Back Office Only:
Follow Paolo Rognini's instructions in the ticket notes.