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Tag: recall planning

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
17

Top 5 Tips for a Successful Mock Recall

They say ‘practice makes perfect,’ and when it comes to recalls, the phrase is spot on. Some companies may include recalls in broader crisis plans, but that often means their procedures are not as robust as necessary. Mock recalls are the single best way to determine recall readiness – but only if they are well thought out and properly executed. Below are some of the top tips to follow for a successful mock recall.

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Nov
10

E-cig Incidents Ignite Calls for Regulation

E-cigarette incidents involving explosions and burns continue to make headlines around the world, prompting calls for increased regulations in the UK and elsewhere. If new regulation leads to recalls, the lithium-ion batteries contained in these devices make them particularly challenging to manage.

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Sep
20

Top 5 Recall Myths – Busted!

Despite the overall rise in recalls in recent years, a lot of misinformation about recall execution persists. Below are some of the top myths companies should dispel in order to be fully prepared for the eventuality of a recall. 1.  Small recalls are no big deal. Sure, a recall of just a few units can be managed easily. But there is more to the impact of a recall than size. Equally important is the impact on end users.

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