Streamlining the Service Repair Experience
At Warranty Corporation of America, Linda Gottschalk says, "Number One: To keep the customers in the loop is important." She promoted the use of WaCA's Here2Fix Web site for consumers wanting to track their repairs.
Promoting the brand-building aspects of repairs successfully handled under an ESP, NEW Customer Service Companies' Danny Hourigan says, "One of the best things a retailer can do is give the consumer the option to purchase an extended service plan."
But "on a higher level," Hourigan says, "retailers should implement a closed loop process when selecting their suppliers. At the end of the day, they should know their manufacturers and hold them accountable for quality, service levels and parts availability."