1. Complaint
1.1. Web Store
1.1.1. Write to Country team
1.2. Computer Problem
1.2.1. Valid Warranty
1.2.1.1. Ask to contact customer service
1.2.1.1.1. If not satisfied, ask for Ask for Name, Email, Phone Number, Model Number, Product Line info (Think/Idea), Customer Service Number and enter in EMEA Escalation Tool
1.2.2. No Warranty
1.2.2.1. Direct to Forums to seek help
1.2.2.1.1. Empathise for inconvenience but be firm and say we cannot offer support.
1.3. Bad Customer Experience
1.3.1. Ask for detailed problem and empathise
1.3.1.1. If not satisfied, ask for Ask for Name, Email, Phone Number, Model Number, Product Line info (Think/Idea), Customer Service Number and enter in EMEA Escalation Tool
1.4. Delayed Support
1.4.1. Ask to contact customer care again and return with customer service number
1.4.1.1. If not satisfied, ask for Ask for Name, Email, Phone Number, Model Number, Product Line info (Think/Idea), Customer Service Number and enter in EMEA Escalation Tool
1.5. Non availability of product
1.5.1. Direct to Lenovo FR list of authorized stores
1.5.2. Direct to Web Store
1.6. Trouble Reaching Customer Support
1.6.1. If customer complaints it is too expensive
1.6.1.1. Apologise and say firmly that it is the only to reach customer care
1.6.2. Can't find details of customer care
1.6.2.1. Direct to Lenovo France support website
1.6.3. Cannot understand language / accent
1.6.3.1. Apologise and ask for more details
1.6.3.1.1. If not satisfied, ask for Ask for Name, Email, Phone Number, Model Number, Product Line info (Think/Idea), Customer Service Number and enter in EMEA Escalation Tool
2. Query
2.1. Technical Query
2.1.1. Direct to Lenovo Product Teams
2.2. Product availability Queries
2.2.1. Send email PR team
2.3. Information Queries
2.3.1. On website?
2.3.1.1. If yes, give link
2.3.1.2. If No, email country team
2.4. Journalist / Product Reviewer Queries
2.4.1. Redirect to country team
3. Negative Experience
3.1. Ask for description of problem and if we could help.
3.1.1. Yes: address in one of the methods described. If problem does not fall under any of these issues, contact country team
3.1.2. No: Apologise for the negative experience and depending on the explosive nature of the comment, use judgement to ask for feedback. Else, just apologise and say we want the best for our customers and we will make sure that this doesn't happen again.
4. Positive Experience
4.1. Thank customer and say we are always happy to help.
4.1.1. If customer has created a video / review / image / other shareable media, ask if it is ok to share with community.
4.1.1.1. Yes: thank, take approval of country team before sharing with community
4.1.1.2. No: Thank for continued support and offer to help if they need any support in the future