RH - LIGHT BULB TOOL / REMOVAL / BUY BULB 

SOP: RH - LIGHT BULB TOOL / REMOVAL / BUY BULB
Macro: Range Hood: LIGHT BULB TOOL / REMOVAL / BUY BULB 

Purpose:

To assist customers with removing their GU10 light bulb, provide instructions for using the light bulb removal tool, and direct them to the appropriate resources for purchasing the tool or a replacement bulb.

Step-by-Step Procedure:

1. Acknowledge Customer Inquiry:

   • Begin by thanking the customer for reaching out regarding the issue with the light bulb.

2. Provide Light Bulb Removal Instructions:

   • Share a video that demonstrates how to remove the GU10 light bulb. Ensure the video is easily accessible to the customer.

   • Include the link to the YouTube video:
     How to Remove GU10 Light Bulb.

3. Offer a Light Bulb Removal Tool:

   • If the customer expresses difficulty in removing the bulb manually, offer them the option of purchasing a GU10 bulb removal tool.

   • Provide the link to the Amazon store where the tool can be purchased:
     GU10 Bulb Removal Tool on Amazon.

4. Provide Replacement Bulb Link:

   • If the customer needs a replacement bulb, share the link to purchase the GU10 halogen bulb on Amazon.

   • Include the link:
     GU10 Halogen Bulb Replacement on Amazon.

5. Macro Response:

   • Use the following macro response in Zendesk to address the customer’s concerns regarding the light bulb tool and replacement:

Macro: Range Hood: LIGHT BULB TOOL / REMOVAL / BUY BULB

6. Track the Request in Asana (if applicable):

   • Create a task in Asana for the customer’s request and follow up accordingly to ensure they have successfully removed the bulb and are able to purchase the tool or replacement bulb.

7. Verify Customer Satisfaction:

   • After providing the necessary information, follow up with the customer to ensure that they are able to successfully remove the bulb and purchase the replacement.

8. Final Resolution:

   • Once the customer confirms the resolution, mark the case as closed in Zendesk. Ensure the customer has all necessary information and feels supported.

Key Notes:

• Clear Instructions: Ensure the video and links provided are easy to follow, helping the customer remove their bulb and find the appropriate tools or replacement.

• Tool and Bulb Availability: Provide the customer with accessible links to purchase the necessary tools and bulbs from reputable online sources like Amazon.

• Customer Satisfaction: Follow up to verify that the customer completed the task and purchased the right items for their needs.