Request For Assistance
A customer called in to get phone number changed.
107
"The Pumpkin Spice is the best blend you have ever created."
142
A service claim about a package with switched or missing products inside.
This may require additional research or claims to replace/credit the product.
This is considered a Supply Chain complaint and is linked to an order number.
403
The FUP to be used when Calleo is launched on an Inquiry Interaction.
710
Customer makes a neutral suggestion regarding the Nespresso accessory ranges including Les Collections, spare parts and other. This does not include the Aeroccino range included under machine. Please detail.
245
Code used with reference FIRSTREPLACEMENT.
75
Customer indicates proactively an appreciation of his or her Nespresso machine because of its design or functionality. The specific machine is chosen from the machine screen. When the machine is not there, it is added using the edit button.
150
Customer announces a dissatisfaction with the Nespresso Coffee Range including packaging. Not used for defective product.
321
Explains why an account has been closed. It may be preceded by a customer request or complaint, double account indication or other reason. This follow up is used by the person closing the account.
642
Customer makes a neutral suggestion regarding the Nespresso ASP offer or experience. Please detail.
265
"The carrier lost my order but I can't wait any longer, I need a refund."
110
Customer proactively indicates satisfaction with a Nespresso food accessory including Coffee and Bites and Les Chocolats. Customer satisfaction may be linked to product taste, appearance, quality, pricing, etc but does not include packaging. The specific product is chosen from the list of ordered products.
170
Customer indicates that machine still not working; Machine was returned dirty or scratched, or any other problem related to the repair service
423
Used when we give offers a customer an exception to the usual promotion or offer policy.
705
Customer makes a neutral suggestion regarding coffee or beverage developments or improvements for Nespresso. This may include other types of beverages, new blend creations, hot chocolate or tea capsules or the like.
235
"I'm in New Jersey, can I use the bins?"
134
"Your repair process was really cheap and quick."
185
Customer disagrees with the ASP programs terms and conditions
425
Used to give an explanation why a new machine or machine discount has been given. This follow up is always preceded by a customer suggestion, complaint or incident. It might also be preceded by request for assistance/machine/machine use and troubleshooting. To summarize it shall be used in any case where an exceptional free or discounted machine has been given to the customer.
700
Customer makes a neutral suggestion regarding the Nespresso CRC experience. This includes the interaction with Coffee Specialists. Please detail.
285
A customer calls to request a pick up of their used capsules.
135
Customer proactively indicates that the Nespresso accounting service is satisfying.
210
Customer indicates that the Flow time is longer or shorter than usual, that the membrane presented an issue during the extraction or that there are coffee grounds in the cup, only water uding extraction or the capsule don't pierce.
325
This Follow-up should be used if Coffee Specialists if they struggle to qualify (and therefore handle) customer request and need an internal support only (from supervisors, quality team, 2nd line, etc.)
649
Customer makes a neutral suggestion regarding the Nespresso website. This may include availability for browsers, new services, etc
280