RH - Disc Charcoal Filter

Purpose:

To handle customer inquiries regarding discontinued charcoal filters for range hoods and provide appropriate alternatives or solutions.

Step-by-Step Procedure:

1. Acknowledge Customer Issue:

   • Begin by thanking the customer for reaching out regarding their range hood's charcoal filter issue.

   • Express understanding for any inconvenience caused by the discontinued filter.

2. Check Model Information:

   • Verify the model number of the range hood that the customer is inquiring about.

   • Ensure that the specific charcoal filter model for the customer’s range hood has been discontinued.

3. Provide Alternative Solutions:

   • Since the charcoal filter is discontinued, offer the following alternatives:

     • Provide links to compatible charcoal filters from other suppliers (such as Amazon or specialty stores).

     • If available, suggest universal charcoal filter options that can be cut to fit their model.

     • Ensure to confirm the dimensions and compatibility of the new filter.

4. Macro Response:

   • Use the following macro response template in Zendesk to inform the customer about the discontinued filter and provide alternatives:

Macro: Range Hood: Discontinued Charcoal Filter

Hello {{ticket.requester.first_name}},

Thank you for your inquiry and for being a valued customer.

Unfortunately, the charcoal filter for your range hood model has been discontinued, and we are no longer able to provide this specific filter. However, I can assist you in finding an alternative solution.

Please check the links below for compatible filters that may work with your model:

[Insert compatible filters or third-party vendor links here]

If you need further assistance in selecting a compatible filter or have any questions, please feel free to reach out.

We appreciate your understanding and are here to help with any further needs you may have.

Best regards,  

[Your Name]  

5. Create a Request in Asana (if applicable):

   • If additional follow-up or a special request is needed (e.g., if the customer requires more assistance finding a filter or if this is a recurring issue), create a task in Asana to track the request and ensure it is resolved.

6. Verify Customer Satisfaction:

   • After sending the macro response and providing the alternatives, ask the customer if the suggested solutions are suitable.

   • Offer further assistance if they encounter difficulty in purchasing or using the new filter.

7. Final Resolution:

   • Once the customer confirms they are satisfied with the solution or if they no longer require assistance, mark the ticket as resolved.

   • Ensure that the customer feels supported and has all the necessary information to address their issue.

8. Follow-Up (if necessary):

   • If no response is received within a reasonable timeframe (e.g., 3-5 business days), send a polite follow-up to ensure the customer is satisfied and to provide any additional assistance if needed.

Key Notes:

• Clear Communication: Ensure the customer understands that the original charcoal filter is no longer available and that alternatives are being provided.

• Alternatives: Ensure the alternative filters are truly compatible with the customer’s range hood model.

• Customer Support: Be proactive in offering alternatives, and verify that the customer feels confident in their next steps.

• Tracking: Use Asana to track ongoing requests or issues related to discontinued parts, ensuring all customers are handled efficiently and nothing is overlooked.