Retail/Reset Store EscalationsUpdated a year ago
Step 1: Review the customer’s feedback and experience.
Positive feedback, like expressing congratulations or giving praise to a specific store representative, will usually only be passed on to the correct department. However, when reviewing the customer’s feedback, it is crucial to ensure that the customer’s needs have been fully covered.
In the opposite case, if a negative experience is shared, along with sharing the feedback with the correct department, you should seek solutions to the customer's experience or assist in any required process.
Step 2: Acknowledge the customer’s interaction.
Once the experience has been shared with us and you identify whether this is positive or negative or a suggestion, you must reply to the customer to let them know we have received their feedback and that we will share this with the corresponding department.
In addition, if the customer requires assistance of any type, such as a refund, return, or warranty request, assistance with troubleshooting, or help with information regarding products, policies, etc. You should take care of the customer with the corresponding process.
You may use the following scripts:
Acknowledging negative feedback
Thank you for taking the time to contact us and bringing this matter to our attention.
First and foremost, I want to thank you for sharing your experience at [INSERT STORE NAME], as well as apologize for any inconvenience you may have faced [PARAPHRASING CUSTOMER'S EXPERIENCE].
Therabody's highest priority is providing excellent customer service, and we value your feedback. I have forwarded your feedback to our leadership team and Store Manager to ensure that it is reviewed and handled appropriately. In the event that our team needs further information or has any other questions, someone will get back to you as soon as possible.
Agent, if the customer needs further assistance, make sure to add or request information to serve the customer as needed.
Acknowledging positive feedback or suggestions.
Thank you for taking the time to contact us to talk about your experience at our [INSERT RETAIL/RESET STORE].
I’m glad to know that you had a pleasant experience when [PARAPHRASE CUSTOMER’S EXPERIENCE].
Here at Therabody, we aim to provide you with exceptional service and appreciate any feedback or suggestions that can help us keep growing. Rest assured that I will share your input with the corresponding department so that it can be reviewed accordingly.
Agent, if the customer needs further assistance, make sure to add or request information to serve the customer as needed.
Step 3: Share the information with the Retail/Reset Store team.
After replying to the customer, whether you’ll follow up on the interaction with the customer to continue assisting or simply acknowledge the customer’s experience, you must share the customer feedback with the Retail/Reset Store team.
- If the customer contacted you through email, forward the original email and add the corresponding template.
- If the customer contacts you through chat, take a screenshot of the interaction and add it to the email that you sent to the Retail/Reset Store team.
- Use the following list of contacts to forward the request to the corresponding people.
- Chris Dendler - (District Manager)- Manhattan West*- [email protected]
- Kyle Mahoney - (District Manager)- Short Hills, NJ* - [email protected]
- John Reilly - (District Manager)- Santa Monica, CA* - [email protected]
- Jeremy Beckham - (District Manager)- Lenox Square, GA*- [email protected]
CC in all requests Laura Koutris – Vice President Retail & Reset Stores - [email protected]
***Note: Please note that Somerset Store is no longer in service.
- Use the below template to forward the customer inquiry.
Hello Team,
We have received the following escalation request for [ENTER STORE NAME]
Details of the Feedback/Complaint:
- Customer Name:
- Customer Email:
- Customer Phone Number:
- Date of Initial Complaint:
- Nature of the Complaint: [Brief description of the issue]
Please see the email attached [AGENT, ATTACH A SCREENSHOT (IF CHAT) OR FORWARD THE EMAIL OF THE CUSTOMER COMPLAINT]
Step 4: Disposition the case and close.
If the customer needs no assistance or their query/request has been solved, disposition the case accordingly and close it.
For a complete list of all Therabody Retail/Reset Stores, click here.