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Managing Product Liability Complaints::: Get the product from the customer  

It’s important to note that in product liability claims, it is extremely important for you to get the product from  the consumer. Getting the physical product does a couple of things:

a. The company, insurer, claims adjuster or defense attorney can examine it early and assess whether an accident was due to genuine product failure or some other factor.

b. And it allows you to protect the product from being tampered with, lost, or exposed to other elements.

How do you get the product from the customer?

Make it easy and attractive for the customer to give the product over:

• Explain: "We’d like you to return the product to us so we can examine it and make sure no further accidents occur."

• Offer to exchange the old product for a new one.

• Offer to refund the purchase price in exchange for returning the product.

• Make returning the product easy by paying for shipping.

Proactively get the product in question from your customer and you'll significantly reduce the chance of being hit with  product liability lawsuits.

Take the next step in learning to successfully manage product liability claims

If you have any concerns at all about the way your employees handle product liability complaints or you're not sure your organization is doing everything possible to minimize the risks of product liability claims, you need to explore my first ever live broadcast of Beyond WOW Complaint Resolution on October 8th and 15th. An entire module is being dedicated to handling product liability claims and we discuss such topics as how to avoid damaging admissions and the importance of getting the product from the customer, and the best things to say to product liability claimants. Get the full story here.

About the Author

Myra Golden is one of the service industry's most prominent trainers and a highly regarded business growth strategist. Companies hire Myra and her team to help them build, recover, and strengthen customer relationships. She can be reached at 866-873-8419 or by email at myra@myragolden.com. She also has a website: www.myragolden.com. 

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