Recall Scripting
HGS011 Recall Call Center Agent Script
1. Thank you for calling the Black and Decker Easy Garment Steamer recall registration helpline. My name is X. Are you calling to register your steamer today?
If yes, proceed to 2. If no, “What can I help you with?”
2. The easiest way to register for the recall is through the online registration site. Do you have internet access?
If yes, provide website www.prodprotect.com/recall. If no, proceed to 3.
3. Alright, I can register you for this recall over the phone. However, we do need to verify your steamer 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 .
4. 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 garment steamer?
Do you have a receipt from the purchase of your steamer, 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 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 $17.00.”
If no, “That’s ok, we will still issue a refund for the average purchase price, which is $17.00.”
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 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!.
