Click on the boxes to learn more about it
Claim
External escalation
Safety
Incoming call
Out of Box
Greeting
Troubleshoot worked
Within 30 days of purchase
product issue
IF IN Warranty
Troubleshoot did not work
After 30 days of purchase
NOT IN Warranty
Replacement or Service Center
product inquiry
Offer 20% discount
Send Prepaid label & Packaging Service
IF IN US
is it A FULLY AUTOMATIC/LA SPECIALISTA
Send Prepaid label & Packaging Service
NOT IN Warranty
IF IN Canada
Replacement / service center
Service Center
not fULLY AUTOMATIC/lA sPECIALISTA
Disable the unit and start the replacement order process.
Check stock to offer replacement
YES
Disable Unit
There is NO stock
If NOT accepted
is it in warranty?
Never disable Fully Auto or La Specialista
internal escalation
Offer 20% discount
NO
Replace unit and retrieve the unit
YES
out of box
is it a fully auto or la specialista?
Unit needed
*Remember: Out of Box = within 30 days after purchase
External escalation
NO
Unit NOT needed
Customer purchase package in E-commerce
fully auto / la specialista
Offer 20% discount
Go to their local Service Center
OUt of warranty
Disable the unit and start the replacement order process.
IF warranty within 3 months grace period
others
If warranty ISN'T within 3 months grace period
Offer 20% discount on a new unit
1. sap
2. warehouse
certified remanufactured replacement program
3. certified remanufactured unit
4. return
5. results report
6. statement
7. Email
6. Repaired unit
1. Ticket
prepaid label & packaging service
5. Report
2. Box & Label
3. Ship
4. Service Center
Call flow
Natalia Cabrera
Created on August 3, 2022
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Transcript
Click on the boxes to learn more about it
Claim
External escalation
Safety
Incoming call
Out of Box
Greeting
Troubleshoot worked
Within 30 days of purchase
product issue
IF IN Warranty
Troubleshoot did not work
After 30 days of purchase
NOT IN Warranty
Replacement or Service Center
product inquiry
Offer 20% discount
Send Prepaid label & Packaging Service
IF IN US
is it A FULLY AUTOMATIC/LA SPECIALISTA
Send Prepaid label & Packaging Service
NOT IN Warranty
IF IN Canada
Replacement / service center
Service Center
not fULLY AUTOMATIC/lA sPECIALISTA
Disable the unit and start the replacement order process.
Check stock to offer replacement
YES
Disable Unit
There is NO stock
If NOT accepted
is it in warranty?
Never disable Fully Auto or La Specialista
internal escalation
Offer 20% discount
NO
Replace unit and retrieve the unit
YES
out of box
is it a fully auto or la specialista?
Unit needed
*Remember: Out of Box = within 30 days after purchase
External escalation
NO
Unit NOT needed
Customer purchase package in E-commerce
fully auto / la specialista
Offer 20% discount
Go to their local Service Center
OUt of warranty
Disable the unit and start the replacement order process.
IF warranty within 3 months grace period
others
If warranty ISN'T within 3 months grace period
Offer 20% discount on a new unit
1. sap
2. warehouse
certified remanufactured replacement program
3. certified remanufactured unit
4. return
5. results report
6. statement
7. Email
6. Repaired unit
1. Ticket
prepaid label & packaging service
5. Report
2. Box & Label
3. Ship
4. Service Center