Customers who refuse to keep or dispose of their replaced parts - here is how we handle it.
Default tech behavior: The technician does inform the customer that they will be responsible for disposing of or keeping the parts.
If the customer escalates or questions why: The technician should try to go ahead and take the part with them to avoid further escalations - if they have room in their van.
Note: If the tech does NOT have room in the van, they will need to reschedule another time to come back when they are in the area and pick up the part.
If the customer calls AFTER the service call was completed and wants us to dispose of the part, do the following:
- Try educating the customer on why we leave the parts with them.
- If the customer still wants us to pick them up, tell them you will look into what you can do.
- Explain that if no one is available same-day, you will see what day we can come get the part.
Recommended script for educating the customer:
"As a service provider, we wanted to let you know that it is advised to leave parts in the home after repairs are done. This is due to some of our customers having to file a claim with their insurance company and needing documentation about the parts that were replaced. However, if you choose to dispose of the parts, you are free to do so as you see fit. Thank you for choosing us as your service provider."
If Whirlpool calls in asking us to pick up a part for the customer after a repair, use this as an opportunity to ask for authorization to help the customer out.
