KB: General: Personal Injury

Personal Injury

• Apologise to the customer and make sure they are OK.

• If necessary, ask if the customer has sought medical advice.

• Call log in full.

• Provide the customer a reference number for future correspondence.

• If the customer wants to make a complaint they need to do so either by emailing complaints@schuh.co.uk or by post. 

• 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.

• Advise Insurance@schuh.co.uk of the details in case we receive a claim from the customer.

NO GOODWILL OFFERS SHOULD BE MADE AS THIS COULD BE SEEN AS ACCEPTING LIABILITY.