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Tag: recall management

Apr
03

Preparing in Advance for a Lithium-ion Battery Recall

A product deemed likely to catch fire is almost certain to spark the interest of the media and the public. Issues with lithium-ion batteries are no exception. In addition to the attention, the logistics behind these recalls are highly complex. While preparedness is always a good idea, it is especially true for products containing these batteries.  Without a robust recall plan in place, by the time consumer complaints come in to call centers and begin to broadcast on social media, you’re already behind the ball.

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Mar
28

Contact Centers That Drive Results

Most business leaders have been on the receiving end of a bad customer service experience themselves. But few understand how to prevent that experience for their own companies. Too often, contact center procedures leave customers feeling unengaged. For automakers, this can have repercussions with not only vehicle owners, but in some cases, the media and regulators. Many contact centers rely heavily on lengthy, impersonal scripts. This can leave an already agitated customer feeling even more frustrated.

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Feb
03

Traffic Stops: Another Tool for Completing Airbag Recall Repairs

In light of NHTSA’s updated consent order and its longstanding aspirational goal of achieving 100 percent repair rates, automakers are constantly looking for new and innovative solutions to expand and improve outreach to affected vehicle owners. Now, there is one more tool they can add to their toolbox – routine traffic stops.

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Jan
27

“Who’s in Charge Here?” Recalls and Internal Turnover

You have a recall plan in place. You update it regularly. And while you hope you won’t have to use it anytime soon, that day arrives anyway. Good thing you’re ready. Except you realize one or more of your internal team members who were assigned to these tasks have retired, moved away, or otherwise left the company. Now what? If that sounds familiar – or sounds like something that could happen to your company – you’re not alone. According to ADP Research Institute, the

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Jan
10

Top Ways to Combat Recall Fatigue

Recall fatigue is one of the biggest challenges companies face when it comes to recalls. It often leads to low response rates, which can mean regulatory fines, legal liability, and brand damage. We’ve already pointed out the top signs of recall fatigue. Now it’s time to look at the top ways to combat it. Over communicate. One press release and a few in-store posters won’t cut it.

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