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Product failures are inevitable. There's no way to avoid them. But when they do
happen, the way in which they are handled can have a far greater impact and help turn
a bad experience into a positive, long-lasting impression.
Warrantech's overall philosophy regarding service contract programs is vastly different
from the competition. Our belief is that service contracts are a means of building trust
and loyalty with customers who have experienced a product failure, in addition to
increasing profitability for our partners. We view every claim as an opportunity to turn
a negative product mishap into an affirmative relationship-building event. An
outstanding claim-handling experience is a micromarketing opportunity that yields
macro-marketing effects with customers and their circle of influence.
"When products break, customers can lose confidence in the product manufacturer
and ultimately the retailer that sold it to them," says Warrantech President and CEO
Sean Stapleton. "However, if a rapid and convenient resolution is provided, a higher
level of trust and loyalty is often developed with the customer."
We understand the importance that a positive service experience can have for our
partners and feel that our employees are extensions of our clients on every call and
every transaction. That's why we provide our employees with the knowledge, training,
skills, resources and environment needed to provide an exceptional service experience
with every customer they interact with.
This approach creates a customer who is not only satisfied with the outcome of the
transaction, but a customer who walks away from the experience with a positive
outlook on the service contract, Warrantech and, most importantly, our partners.
Through continual contact center associate training and monitoring, Warrantech is
able to maintain consistency in responses and a positive customer experience.
"We have a unique opportunity to affect customer loyalty," says Stapleton. "Customers
recognize and accept that product breakdowns can happen to even the most reliable
products. The customer's perception of the product issues are more often driven by
our responses. I see service contracts and warranty programs as one of the most
powerful loyalty solutions out there. It actually is a game changer."
Article Resource:-https://warrantech.wordpress.com/2016/07/11/turn-a-negativeinto-a-positive-with-warrantech/