Juicer Recall Scripting
PXL Juicer Recall Call Center Agent Script
1. Thank you for calling the PowerXL Self-Cleaning Juicer recall registration helpline. My name is X. Are you calling to register your juicer today?
If yes, proceed to 2.
If no, “What can I help you with?”
2. The easiest and fastest way to register for the recall is through the online registration site. Do you have internet access from a computer, smartphone, tablet or other device that you can use to register online? If yes, provide website www.prodprotect.com/recall/juicer .
If no, proceed to 3.
3. Alright, I can register you for this recall over the phone. However, we do need to verify your juicer has been disabled before we can provide a refund, so we will need to have you cut the power cord and return it to us. I will send you a prepaid envelope with printed instructions so you can return the cut power cord at no cost to you. If you’re able to register online, you can provide a photo of the cut power cord instead of mailing it to us to expedite the process. Would you still like to register over the phone?
If yes, proceed to 4. If no, provide website www.prodprotect.com/recall/juicer.
4. Sure, I’m happy to help. To begin the registration, I’ll need to get some information from you.
What is your name, please?
What is your address?
May I have your phone number?
May I have your email address?
What is the model of your juicer?
What is the date code of your juicer?
When did you purchase your juicer? If you do not know the exact date, an estimated purchase date is fine.
Do you have a receipt from the purchase of your juicer, or other proof of the actual price you paid for it, such as an emailed purchase confirmation or credit card statement?
If yes, “Please include a copy of the receipt or other proof of purchase price along with the cut power cord in order to receive a refund for that amount. Otherwise the refund will be for the average purchase price, which is $88”.
If no, “That’s ok, we will still issue a refund for the average purchase price, which is $88”.
5. Thank you for providing that information. I’ve started your registration for the recall, and I will send you a prepaid return envelope with printed instructions on how to cut the power cord and return it to us. When we receive your cut power cord your registration will be complete, and we will process your refund. I have a confirmation number for you. If you need a status update you can call this toll-free number and provide your confirmation number. Are you ready to write your confirmation number down?
If yes, provide recall registration confirmation number.
If no, ask if they need a moment to get ready.
6. That completes the portion of the recall registration that can be completed over the phone. Your prepaid return envelope and printed instructions will be mailed within X days. When we receive the cut power cord your refund will be issued. Thank you for taking the time to register for this recall, have a nice day!
