KB: General: Damaged Property

Damaged Property

• Apologise to the customer.

• Call log in full including what item was damaged, what damage occurred and what caused the damage?

• Give customer call log reference number for future correspondence.

• The customer needs to return the damaged property and a receipt or cover note from the retailer the item was purchased from and post with a covering letter. (Direct customer to our returns page.)

• The store will have filled out a digital accident report which is emailed to People & CX Managers. Please make sure CX Managers are aware of the situation.

• Make a folder on the F:Drive in Customer Service, the store’s folder and the appropriate year. Use the customer’s name as the name of the folder and save a copy of all of the correspondence we have regarding the incident.

• If there is a faulty or damaged fixture in store make sure it is removed by contacting storemaintenance@schuh.co.uk.