PRODUCT REPORTING - Tier 2 HIGHER level when customer is claiming they were hurt or injured


When customer is reporting that they were injured YOU as the CSR  will need to shift gears - with the conversation and gather information from the customer.

  • Customers reporting may be excited
  • Remain calm -neutralize the conversation this will help with obtaining the needed information from the customer.
  • Shift gears as a CSR Agent - to gathering information needed.

PRODUCT REPORTING: Step 1 information


 TIER 1 - Initial information needed from customer

Who, What When

CSR: "I will need to get the following information from you"

REPORT INFO NEEDED:

Customers full name:_______________________________

Address- street, city, state, zip:_______________________

Email:__________________________________________

Device:_________________________________________

Where was is purchased:___________________________

When was it purchased:____________________________  -

Claim: What is customer reporting?  

 

PRODUCT REPORTING: Step 2 reassign ticket to TIER 2


REASSIGN TICKET TO TIER 2 

TIER 2 Upper management Lloyd & Jelena will take it from here.



Thank you!!