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06/1 TROUBLESHOOTING AND SLA DEFINITION

Excellent service and customer management Faulty Oven

is the core of our innovative value Can arise for several reasons, including: stone

proposition. breaking due to a blow or incorrect closing,
This service is not contingent on the number electrical/plug problem, thermostat wear. In

of active clients in our database; rather, it is all cases excluding broken stone (which will

a CORE VALUE that we are committed to as be replaced at the sales point), we will replace

a company. the oven or fix it at the company HQ. Please

We believe that excellent service reduces undertake the following procedure:

the Customer Abandonment Rate and

increases brand equity. It also places higher 1. Update the office (through the client or

barriers to entry as competition will turn up a sales agent).

sooner or later.

Here is an example of a problem a 2. Open a “Service call” in the

franchisee might encounter & how we customer’s ERP card.

suggest to deal with it:

3. Repair oven or replace within 48

hours of opening the “Service Call”.

4. Strive to place an additional back-up

oven at remote endpoints to guard
against loss of potential sales.