Customer Service FAQ & Scripts

# ROLLerUP Solutions Customer Service Analysis ## Top 15 Most Common Customer Issues 1. **Shutter Repair - Motor Issues**: Motor not responding or malfunctioning. 2. **Shutter Stuck**: Shutter is stuck inside the box or in a closed position, affecting functionality. 3. **Remote Control Issues**: Remotes disconnecting or not working properly. 4. **Rivets and Gates**: Rivets have broken off causing operational issues with gates. 5. **Incorrect Installation**: Installation concerns leading to noise or misalignments. 6. **Water Leakage**: Water ingress issues from improperly sealed installations. 7. **Faulty Tahoma App**: Inconsistent performance and connectivity issues with the Tahoma app. 8. **Manual Override Issues**: Manual override not functioning as expected. 9. **Lost Remote**: Customers need assistance with remotes that have been lost. 10. **Inconsistent Shutter Operation**: Shutters do not open/close consistently, sometimes stopping mid-operation. 11. **Out of Guiding Rails**: Shutters have come out of guiding rails requiring readjustment. 12. **Preventive Repairs**: Customers requesting maintenance work before winter. 13. **Spring Mechanism Issues**: Loose springs causing shutters to operate inaccurately. 14. **Manufacturing Defects**: Customers reporting issues related to defective parts like bearing sizes. 15. **Concerns about Appearance**: Customers upset with the aesthetic appearance of the installations. --- ## Customer Service FAQ ### Q&A Pairs 1. **Q: What should I do if my shutter's motor is not working?** A: First, ensure that the power supply is functioning. If the motor still does not respond, please contact customer support for further assistance. 2. **Q: My shutter is stuck inside the box. How can I resolve this?** A: Check for ice or snow buildup around the shutter. If weather conditions are not the issue, please schedule a service call with our team. 3. **Q: My remote control isn’t working. What can I do?** A: Try replacing the batteries in the remote. If the problem persists, your remote might need to be reset or replaced. 4. **Q: What should I do about broken rivets on my gate?** A: Please email us with details or images of the damage, and we will arrange a service visit to assess and repair the issue. 5. **Q: I’ve noticed my shutters making noise. Is this normal?** A: Noise can sometimes occur due to installation issues. Please contact us to schedule an inspection of your shutters. 6. **Q: I'm experiencing water leaks from my patio installation. What can I do?** A: Contact our customer service immediately to address the installation issue and arrange for a sealant repair. 7. **Q: My Tahoma app keeps disconnecting from my shutters. What’s wrong?** A: This could be a connectivity issue. Try resetting the app. If issues persist, please reach out to our support team for troubleshooting. 8. **Q: How do I operate the shutter manually if the motor isn't responding?** A: Use the manual override (if applicable) located on the motor. If this does not work, please contact customer service. 9. **Q: What should I do if I lose my remote?** A: Notify us as soon as possible to reset your motor and order a replacement remote. 10. **Q: Why does my shutter keep stopping during operation?** A: This may be caused by debris or mechanical issues. Contact support to troubleshoot the problem. 11. **Q: Can you help with preventive maintenance?** A: Yes! Contact us to schedule a preventive service appointment to ensure your shutters function well before winter. 12. **Q: My spring mechanism is malfunctioning. What are the next steps?** A: It is advisable to stop using the shutter and contact us for a repair service. 13. **Q: I've noticed that my shutter has come out of the guiding rails. Can this be fixed?** A: Yes, we can arrange for a technician to re-align and secure your shutter. 14. **Q: What should I do if my installation doesn't look straight?** A: Please inform us so we can send a technician to adjust and remedy any misalignment. 15. **Q: I’m concerned about the visual appearance of my shutters. Can this be addressed?** A: Absolutely! Please contact our customer support to discuss your specific concerns, and we can recommend solutions. --- ## Customer Service Scripts ### Script 1: Shutter Motor Not Responding - **Agent**: "Hello, thank you for bringing this to our attention. Can I confirm that the power supply is functioning? If the motor isn't responding, I will guide you through some troubleshooting steps." ### Script 2: Shutter Stuck in Box - **Agent**: "I understand your shutter is stuck inside the box. Is there any visible ice or snow around it? If weather conditions are not an issue, we need to schedule a service visit to look into this further." ### Script 3: Remote Not Working - **Agent**: "I’m sorry to hear that your remote isn’t working. Have you tried replacing the batteries? If that doesn’t help, I can assist you in resetting the remote. Would you like to proceed with that?" ### Script 4: Water Leakage Issues - **Agent**: "I apologize for the inconvenience with the water leakage. We'll need to address the installation issue. Can you provide me with the details and photos of the affected area, so we can assist you further?" ### Script 5: Tahoma App Connectivity Issues - **Agent**: "I understand that your Tahoma app is disconnecting. Please try resetting the app first. If the problem continues, I can guide you through some more intensive troubleshooting steps." --- This structured approach allows for swift resolution of customer concerns while optimizing communication for support agents, enhancing overall customer satisfaction at ROLLerUP Solutions.