Damage Allowance

These are some of the pros and cons for a Damage Allowance.

A Damage Allowance may not suit every customer, but can be a great alternative to a changeover if the customer is pressed for time and unable to wait.

While on a call with a customer make sure to present all possible options to the customer and allow them to make the decision best for them.

Once a customer has agreed to a changeover, be sure to get the correct photos of the damage and serial number.

The OM team can only go off the information you have provided when raising a Damage Allowance.

This is why it is crucial you have the correct information and photos first time around.

Always look through the customer card thoroughly to get the full picture of what has happened for the customer.

If you are ever confused by what is on a customer card, please ask for assistance before offering anything to the customer.

By asking for assistance you can avoid many of the issues that may arise, leading to a better overall experience for the customer.

Offering a Damage Allowance to an angry customer can be difficult.

The way you present this option can be key to them accepting. Confirming where the damage is located, whether it is likely to affect the functionality of the item

or whether it is likely to be visible once the item is installed can all be big factors in a customers decision to accept a damage allowance.

Asking these questions when offering a Damage Allowance can change the way a customer views the option.

For example, in this situation for a small dent at the back of a fridge, it is unlikely this damage will ever affect the functionality of the item.

It is common for Fridges to be installed in cavities or up against walls so this damage will most likely be hidden, explaining these factors to the customer may

convince them a Damage Allowance is a better option than a Changeover in this instance.

Help is always available. Knowing where to find it is key.

Your first port of call for help should always be your Team Leader or any of the other Team Leaders in the room.

If no Team Leader is available, OM or Customer Experience can then assist.