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Word Wednesday! Category: Warranty, Word(s): Entitlement team

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!

Since we specialize in extended warranties for Appliances and Consumer Electronics, most words will be derived from one of those categories.

img_1012-resized-600.jpgThis week’s category: WARRANTY 

This week’s 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 customer’s home without the actual need for repair.

Companies need to understand that today’s 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 customer’s problem
  • Entering all relevant information into a warranty management tracking system
  • Dispatching an authorized repair technician with the appropriate parts

 

 

Word Wednesday! Category: Warranty, Word(s): Entitlement team was last modified: March 21st, 2016 by W3 Solution

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