Product Possession

Included in this article:

1. Overview
2. Product Possession Concerns during Delivery Completion Data (DCD)  
3. Processing DCD Calls for Delivery Teams  
4. Processing Delivery Completion Data Calls for Technicians  

1. Overview

• Real-time guest contact with a Guest Care Agent facilitates immediate customer service resolutions based upon our TDG Resolution Stream, setting the guest expectation. 
• Confirmation of items delivered and refused to support the invoicing process and avoid possible BIEs (Billed in Error) 
• Allows modification of orders in a timelier manner 
• Parts ordering in real time 
• Creation of COP orders, if required for refused product

3. Processing DCD Calls for Delivery Teams

1. Communicate with the guest to determine the concern. 

            a. If product was accepted, we can proceed with Initiating a Customer Service Order

            b. If product was refused, we can proceed with creating a COP Service Order (See COP section) 

2. Review the TDG Resolution Stream to determine available resolution options.  

3. Do one of the following: 

           a. If the product was accepted with damages, present TDG Resolution Stream options 

           b. If they product was refused at the time of delivery due to damages or expectations, communicate with the guest that we will contact them once the product has arrived back at our facility and inspected by the SNL team. Refer to Processing Resolutions for more information. 

4. Processing Delivery Completion Data Calls for Technicians

1. Communicate with the guest to determine the concern. 

2. Review the service order  

3. Enter the Technician Report from Package AI into the Problem Code and Text of the service order

4. Review the TDG Resolution Stream for available options 

5. Process the resolution based on the Resolution Stream chosen. Refer to Processing Resolutions for more information.