NON-Sears Aging Jobs - Appliances - Back Ordered Parts
Overview
This article outlines the Customer Service handling process for follow-up calls related to Appliances NON-SEARS Aging Jobs.
*For the SEARS Handling Process, see Aging Appliance Jobs - Sears.
Required Preliminary Research
You are required to research the following information before giving a status update to the customer:
- Determine Job Age: Review the Service Appointment Date in ServiceBench to determine the age of the job from the first home visit.
**If the Scheduled Service Date is not populated the agent will need to confirm with the customer the day of the first home visit or call the SP to confirm.
- Review All notes in CEC Notes: Review all notes related to the Product Item from ServiceBench in the view comment section of the CEC screen.
- Determine Parts Status: Review all part line statuses in ServiceBench.
- Determine the Brand of the customers product: Whirlpool, Kenmore, KitchenAid, Maytag, Amana, JennAir, Roper and Estate
Customer Service Handling Process
SCENARIO | JOB AGE (in days) | SCRIPTING / HANDLING |
Status Update needed: ServiceBench does NOT have a service report on file. DO NOT transfer to Tiger Team | 48 hours+ from the first home visit | “Mr./Mrs. Customer …. I see that your service provider has come out to your home on [Date]. We have not received your service report at this time. Please hold while I attempt to get the service provider over to our authorizations department to supply the report” Yes - service provider supplied the report “Mr./Mrs. Customer I was able to connect your service provider over to our authorizations department. Once your service request has been finalized you will receive follow up communications by text, email or the service provider.” NO - service report was not supplied. Create a public with email to the service provider and a CL-Autho task NON SEARS. “Mr./Mrs. Customer… I apologize for the delay. I was unable secure your service report from our service provider. I have left them a detailed voicemail to contact us as soon as possible so we can bring your service request to resolution. Once finalized you will receive follow up communications by text, email or the service provider.” 72+ from the first home visit. If the customer is escalating reach out to your supervisor for assistance. The supervisor /Tier 1 agent will need to get the regional involved before reassigning. |
Status Update needed: ServiceBench has a service report on file. Part is in research The part line status or notes indicate one or more part/s have an ETA date 20 days out No shipping date or ETA on file. | 48 hours to 14 days | "Mr./ Mrs. Customer...we apologize for the delay in your service request and know this has caused an inconvenience for you. Due to delays surrounding COVID-19, the industry is experiencing delays in their part/equipment shipping times. We are actively sourcing your parts with our suppliers. Once secured you will be contacted by text message or email letting you know that the part has been ordered. Thank you." |
Status Update needed: ServiceBench has a service report on file. Part is in research The part line status or notes indicate one or more part/s have an ETA date 20 days out No shipping date or ETA on file. | 14 days+ from first home visit in ServiceBench | Whirlpool Appliance “Mr./ Mrs. Customer… We apologize for the delay and inconvenience in your service request. Due to circumstances surrounding COVID-19, there are significant delays in parts manufactured by Whirlpool which include the following brands: Kenmore, KitchenAid, Maytag, Amana, JennAir, Roper and Estate. We are making every reasonable effort to secure your parts as soon as they become available. Once secured, you will be contacted by text message or email letting you know that your parts have been ordered. Thank you.” Non-Whirlpool Appliance “Mr./ Mrs. Customer… We apologize for the delay and inconvenience in your service request. Due to circumstances surrounding COVID-19, manufacturers are experiencing delays in their part/equipment shipping times. We are making every reasonable effort to secure your parts as soon as they become available. Once secured, you will be contacted by text message or email letting you know that your parts have been ordered. Thank you.”
Please see below for additional transfer reasons to Tier 1" |
Additional Transfer Reasons
SCENARIO | JOB AGE (in days) | SCRIPTING / HANDLING |
Customer has called more than 3 times in reference to the same Job and it meets the appliance criteria. | 14 Days+ from first home visit in ServiceBench | Primary Refrigerator - not cooling, cooktop/range - all burners not working, Wall Oven - not working, Oven – only cooking source, Clothes Washer, Clothes Dryer, Stand-Alone Freezers Situations to consider
If it is an item listed above that has a component that is not working but is still able to perform its primary function, we would not send over to the Tiger Team. We would need to reiterate the communication scripts located above. |
Excessive Delays | 21 Days+ from first home visit in ServiceBench | Primary Refrigerator - not cooling, cooktop/range - all burners not working, Wall Oven - not working, Moven – only cooking source, Clothes Washer, Clothes Dryer, Stand-Alone Freezers Situations to consider
If it is an item listed above that has a component that is not working but is still able to perform its primary function, we would not send over to the Tiger Team. We would need to reiterate the communication scripts located above. |
Tier 1 and above Escalation Handling Process
SCENARIO | JOB AGE (in days) | SCRIPTING / HANDLING |
Status Update needed: ServiceBench has a service report on file. Part is in research The part line status or notes indicate one or more part/s have an ETA date 20 days out No shipping date or ETA on file. | 14 days+ from first home visit in ServiceBench | *Before transferring to the Tiger Team Only transfer if the customer is escalating or additional transfer reasons stated above Confirm that the appliance meets the criteria below before transferring |
Selected appliances that need to wait for repairs DO NOT transfer to Tiger Team | 14 days+ from first home visit in ServiceBench | For the following appliances we need to stick to the scripting located in day 14+ Dishwashers, Trash Compactors, Range Exhaust Hood, Exhaust Telescoping, Free Standing Ice Makers, secondary refrigerators, microwave oven Primary refrigerator-Ice Makers, range/cooktop where 1 or more burners are working Situations to consider Dishwasher - Medical Condition that requires Sani-wash Microwave Oven - Only cooking source |
Selected Appliances that can be sent to the Tiger Team Transfer to Tiger Team | 14 days+ from first home visit in ServiceBench | Primary Refrigerator - not cooling, cooktop/range - all burners not working, Wall Oven - not working, Moven – only cooking source, Clothes Washer, Clothes Dryer, Stand-Alone Freezers Please make sure you are asking probing questions to the customer to determine the failure if it is not noted. Examples: Refrigerator Ice maker Range/Cooktop Timer If it is an item listed above that has a component that is not working but is still able to perform its primary function, we would not send over to the Tiger Team. We would need to reiterate the communication scripts located above. |
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