Roles and Responsibilities
When and How Stores Reach out to Guest Care - Pre / Post Possession
Included in this article:
- Overview
- Guest has the product in their home and would like assistance (Product is landed and invoiced)
- Guest has the product in their home and would like assistance (Product is landed and invoiced)
- Guest does not have product in their home (Product is NOT landed and NOT invoiced)
- Guest does not have product in their home (Product is NOT landed and NOT invoiced)
- When and How Stores Reach out to Guest Care - Escalated Guests/Court Summons
1. Overview
Below dictates how to proceed when guest care if notified of our customers concerns and the different methods of notification that can occur.
2. Guest has the product in their home and would like assistance (Product is landed and invoiced)
Guest Calls Store
Forward guest to the following options
1. Visit our website and submit Eva claim
2. Transfer guest to Guest Care
a. 350152 > call is routed to OOM
b. 2005 > call is routed to after sales service
3. Log a Service Desk ticket under category ‘Initial’
If guest is escalated and Guest Care has been made aware of the guest concern already, log a Service Desk ticket under category ‘Follow-Up’
3. Guest has the product in their home and would like assistance (Product is landed and invoiced)
Guest Visits the Store
1. Soft transfer call to Guest Care
a. 350152 > call is routed to OOM
b. 2005 > call is routed to after sales service
Note: Soft transfer by advising the CSA of guest concern and pass the phone to the guest
2. If the guest is escalated, or claims they were transferred to the store, call 1-800-737-3233, press 5 (Escalation queue)
Note: Soft transfer by advising the Team Lead of guest concern and pass the phone to the guest
3. If the guest is escalated but unable to stay in store to discuss or Guest Care is closed, log a Service Desk ticket under category ‘Follow-Up’
Guest does not have product in their home (Product is NOT landed and NOT invoiced)
If the Guest Calls the Store:
ATP Date
1. Advise guest to visit our website for updates which are available 24/7
2. Advise guest texting option is available 24/7 (text 274539)
3. Transfer the guest to Guest Care
a. 350152 > call is routed to OOM
4. Log a Service Desk ticket under category ‘OOM’
Attempted Possession – Not Landed
1. Transfer the guest to Guest Care
a. 2005 > call is routed to after sales service
2. Log a Service Desk ticket under category ‘Initial’
Cancellation Request
1. Policy cancellation
a. Administer as requested
2. Non-policy cancellation
a. Remind guest of policy
b. Log a Service Desk ticket under category ‘Initial.
3. Broken Promise cancellation
a. Administer as requested
Escalated Guest
1. Soft transfer guest to Guest Care
a. 350152 > call will be routed to OOM
Note: Soft transfer by advising the CSA of guest concern and pass the phone to the guest
2. Do one of the following:
a. If Guest Care has yet to be notified of concern, log a Service Desk ticket under category ‘OOM’
b. If this is an ongoing concern for the guest, log a Service Desk ticket under category ‘Follow-Up’
Guest does not have product in their home (Product is NOT landed and NOT invoiced)
If the Guest is in Store:
ATP Date
1. Soft transfer to Guest Care
a. 350152 > call will be routed to OOM
Attempted Possession & Not Landed
1. Soft transfer to Guest Care
a. 350152 > call will be routed to OOM
b. 2005 > call will be routed to after sales service
Cancellation Request
1. Policy cancellation
a. Administer as requested
2. Non-policy cancellation
a. Remind guest of policy
b. Log a Service Desk ticket under category ‘Initial’
3. If guest is escalated call 1-800-737-3233, press 5 (Escalation Queue)
a. Advise Team lead of guest concern and pass the phone to the guest
Escalated Guest
1. Soft transfer guest to Guest Care
a. 350152 > call will be routed to OOM
b. 2005 > call will be routed to after sales service
Note: Soft transfer by advising the CSA of guest concern and pass the phone to the guest
2. Do one of the following:
a. If Guest Care has yet to be notified of concern, log a Service Desk ticket under category ‘OOM’
b. If this is an ongoing concern for the guest, log a Service Desk ticket under category ‘Follow-Up’
When and How Stores Reach out to Guest Care - Escalated Guests/Court Summons
Guest may or may not have product and has solicited the services of; BBB, Legal Counsel, Insurance Company or a Government Protection Agency
If a follow up ticket has been entered and not resolved, please escalate to the Guest Care manager though e-mail with the Service Desk ticket number.
Kayson Macallan kmacallan@dufresne.ca
If it is a court summons, contact: Norman Alegria Nalegria@dufresne.ca
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