RH - Fix Scratch Marks

SOP: RH - Fix Scratch Marks

Macro: Range Hood: FIX SCRATCH MARKS 

Purpose:

To assist customers in resolving issues with visible scratch marks on their range hood and guide them through the process of fixing it.

Step-by-Step Procedure:

1. Acknowledge Customer Issue:

   • Start by thanking the customer for reaching out and providing assistance with their range hood concerns. Be sure to express understanding and empathy for their situation.

2. Request Details (if necessary):

   • If the customer has not already provided detailed information, ask for the following:

     • The model number of the range hood.

     • A photo of the scratch marks to assess the severity of the issue.

3. Provide the Video Guide:

   • Provide the customer with the link to the video that offers step-by-step instructions on how to fix the scratch marks. The video should cover methods such as using scratch repair kits or touch-up paint depending on the material of the range hood.

Macro Response:

Hello {{ticket.requester.first_name}},

Thank you for the opportunity to further assist you with your range hood concerns. 

Please use the video below as a guide and at your discretion.

[Link to video:](https://www.youtube.com/watch?v=FOmUran35dE)

If you have any further questions or need additional assistance, feel free to reach out. We're here to help!

Best regards,

[Your Name]

4. Clarify Next Steps:

   • Remind the customer that the provided video is a guide, and they may choose to proceed with the repair if they are comfortable doing so.

   • If the scratch is extensive or the customer does not feel confident performing the repair, suggest contacting a professional to handle the fix.

5. Final Resolution:

   • Once the customer acknowledges that they have either fixed the issue or decided to take further action, mark the ticket as resolved, ensuring that they have everything they need for a successful resolution.

6. Follow-Up (if necessary):

   • If the customer has not followed up after a reasonable time (e.g., 3-5 business days), send a follow-up message to ensure the issue has been resolved to their satisfaction.

Key Notes:

• Empathy & Assurance: Reassure the customer that fixing scratches is a common issue, and guide them through the process.

• Customer Experience: Ensure that the video guide is clear and easy for the customer to follow. Provide support if they encounter any difficulties.

• Follow-Up: Always check in to confirm customer satisfaction, even if the video guide was provided.