Six Important Emails to Customers About Their Warranty Claim
Have a pleasant face for your company in good times and bad. When you begin the transition to a paperless warranty claims process, communication is the key. You should make a serious effort to keep the customer informed as to what the next step in your claims process will be, and when they should expect to hear from you again. Yes, it's more complicated than you might think!
There is nothing more frustrating for a customer than filing a warranty claim, that just disappears into oblivion. There the customer is sitting at home, with your broken stuff, and they have no idea, did they get my claim, What happens next? Was there a problem with my claim?
1. Your first communication to the customer, should simply be an acknowledgment that you received their claim. Then add, a few more things. What is the next step? Will the claim be reviewed by your staff? How long will that take? What should the customer do, should they don't hear from you within the promised time-frame? Sure would be nice if the escalation process was not to pick up the phone and dial the president! Explain what they should do if they think that their claim is stuck/lost/wrong (like email your customer service manager).
So now you have received and looked at the claim. Your staff is well within the promised response time guidelines you communicated to your customer when they filed. All of the required information was enforced by the web form. On the surface all of the claim looks proper.
2. So, you read their submission, and find that additional information is required. Send the customer their second email. Give them a deadline for when you need the information, have a tickler system so you email again if they don't submit the required information. Don't drop the ball here, just because it's their turn.
Once you are satisfied that the claim is legitimate. (This could take more than one request for information!)
3. Provide your customer a RMA Number for any return parts.
Once the parts have arrived and you have inspected them to be sure that you received the correct and expected parts.
4. You should send a little email acknowledgment that you received the parts necessary to process this warranty claim.
5. Now, ship your replacement part(s). Send them an email with the shipper tracking number. Everyone likes to know when they should expect the part. Another advantage of providing the tracking number is that your customer has a 3rd party informing them that the part is on the way. Your customers might well trust the shipper more than you!
6. Finally, make sure that everything worked out OK for the customer! Send them a follow-up email, just to let them have one more opportunity to let you know if there is a problem. Close that final bit of the loop.
You can see that this kind of process will result in more informed customers, who will trust that you are going to be there for them. These emails can be generated by a good warranty claims system, the extra effort is minimal, but the advanta
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