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You now every now and again I like to throw people a curve ball, as the Yanks like to say, it keeps things interesting, this is one such instance.
Whirlpool pay a sum to their agents that they refer to as “call avoidance”. What this means is that should you recieve a call and resolve the issue over the phone without actually calling to the customer’s home they will pay a sum of money to the agent for avoiding that expense.
Personally I think that this is a superb system.
Not only does it reward the effort to the agent trying to save himself the hassle of a call, it saves the customer sitting about waiting on an engineer as well as the manufacturer an education call.
So, hats off to Whirlpool who, in this instance, IMHO have got it totally correct. I only wish that others would adopt a similar policy and maybe save themselves a lot of grief, after all we know the appliances a lot better than call centre staff do and we know the right questions to ask and advice to give.
And before anyone says anything about my history with Whirlpool, I don’t care and I don’t wanna hear it. I am as quick to praise when things are good as I am to condem when they are bad and that is only fair to my mind.
K.
Re: Whirlpool Get It Right!
This is only on in guarantee calls though Ken……..and on the face of it, as you write it, its fine.
What you don’t know is that all in guarantee calls are subject to 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} reduction also. If you do 400 in guarantee calls in a month Whirlpool only pay the agent for 360. The forty is deducted to fund the call avoidance allowance. Hence its upto the Service partner to make sure he gets the 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} call avoidance back.
Its a totally NAFF way of paying for Service and one that is abused by some to ensure they get back the 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} reduction.
Hence when an engineer goes into a new build he collects model, serial number and DOP of all whirlpool product, to use for call avoidance purposes.
Its crap when an agent has to look for alternatives to the system.
Because of better installation, better instructions and communications its getting harder to really call avoid.
Not such a good idea in practice when tied to the funding method enployed.
Kevin
So in effect Whirlpool then charge you in advance for you saving them money? 😕
That’ bright… NOT!
Of course anyone in that situation is going to abuse the system, it stands to reason that they would. Just goes to show you what high regard that Whirlpool have for their so-called Service Partners, I think the work “partners” is a bit of stretch in that case then as I had previously thought.
I just cannot understand why such a manufacturer, supposedly staffed and run by bright people that know their jobs, back the agents into a situation where they are forced into telling lies and using devious means just to stay afloat. Meanwhile you have certain area managers et all running about trying to put a stop to a situation of their own making, it’s insane, counter-productive and does not present a very good image for the company at all.
Perhaps an explanation for some of these little golden goodies should be asked for at the DASA meeting in January that I am informed Whirlpool is attending.
K.
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