STOP THE MERRY GO ROUND .....I want to get off
- Halt in referring to FDA statements regarding warranty or return processes.
Keep is short and to the facts - Let them spill for a little bit - then interrupt and insert an I message by repeating their statement- see below.
Question with a Question- repeat their statement for them to confirm that is what they said. Repeat it back to them what they are stating and then
SAY "Do I have it correct?" Okay let me add that to your ticket".
I messages
FACTS: What is the issue and keep it in that lane - whether that is regarding our warranty/return policy, what they received or that the package was not delivered etc....
I Message: Our products are classified as medical devices for personal use and are not eligible for return if opened due to hygienic and sanitary reasons.
I Message: I want you to know that our top priority is hygienic safety.
- Our devices are designed for direct contact with the user’s skin and mouth. With the current hygienic climate, we want to keep our customers hygienic safety as a top priority.
"Today what we will be doing for you it gathering all the information so that we can have this reviewed."
"I am sorry I do not have any one available at this time" I will pass this over to have it reviewed."
"My apologies once again for any inconvenience. Thank you for your call."