Customer satisfaction is very important to Champion Windows & Home Exteriors. We strive to take care of each customer by addressing and resolving each issue the best we can.
When dealing with an angry customer please use the following best practices to provide satisfactory customer service:
· Listen and acknowledge what the customer is saying during every phone call.
· Copy down any important information they are providing regarding the complaint, so they don’t have to repeat it.
· Always apologize! (As a Champion representative, take ownership of the apology.)
· Make sure to get their information; first name, last name, phone #, address including zip code. (This ensures we have a good contact number along with the right Champion location.)
When the customer mentions the following items on the phone, please transfer them through National Customer Care accordingly.
· The customer escalates the situation immediately upon answer.
· The customer says this is their third plus time trying to contact their local division or Champion in general.
· The customer mentions reporting Champion to the BBB (Better Business Bureau).
· The customer mentions suing Champion and/or contact with a lawyer.
· The customer mentions writing bad reviews online.
Transfer the customer to the National Customer Care department in the following order:
During Business Hours (8am-5pmEST):
1. Dial the National Customer Care phone number 888-395-0041 (please ONLY give out this number to customers to call National Care back)
Whether the someone was reached at National Customer Care line or not: an "Escalated Customer Complaint" email should be sent.
**Make sure to record the customers’ information and let the customer know National Customer Care will respond within 24 hours.
During Non-Business Hours:
If it is non-business hours (8am-5pmEST), please take a message from the customer calling and tell them that National Customer Care will be in touch with them within 24 hours. Make sure to record all information you can about the call and email the information