Our Goal for W3 Solutions Blog is to educate our readers. You are already very smart for reading our blog but maybe we can teach you something you don’t know.
Every Wednesday is “Word Wednesday” on the W3 Blog!
This weeks word: Entitlement Team
Entitlement Team: Front End Customer Service
If you run your own in-house warranty program or use a third party extended warranty provider, you must have a strong Entitlement Team.
The entitlement team is the first point of contact for customer problems. When customers have a problem with their product, they want to have easy access to a support team that is eager to solve their problems and turn a negative situation into a positive experience. They want to be delighted (our favourite word)!
The entitlement team must be able to accurately diagnose problems with customers. Otherwise, you risk sending repair technicians out with the wrong part or to a customers home without the actual need for repair.
Companies need to understand that todays customers want to have multiple means of communication, such as social, phone, email, live chat, fax and even traditional mail.
Key responsibilities of the entitlement team include :
- Confirming that the warranty contract is in force
- Diagnosing the customers problem
- Entering all relevant information into a warranty management tracking system
- Dispatching an authorized repair technician with the appropriate parts