Dyson were concerned that a media leak surrounding the issue had the potential to cause serious reputational damage to their brand, and knew that they needed to have the infrastructure to handle customer enquiries ready to go almost immediately.
Having the additional capacity required to handle a product recall or other crisis on standby within your existing customer service team is an unnecessary cost. When the time comes, CDM Direct are able to immediately respond to your needs with a solution that scales with the level of customer enquiries being received.
Across Australia and New Zealand, the fault affected more than 85,000 customers that had purchased their popular AM04 and AM05 heaters over the last two years. Sold since March 2012, the Hot + Cool fan uses an internal fan and heater element to project room-temperature or warmer air through its oval or circular shaped Air-Multiplier surfaces, offering better airflow than a conventional fan without the buffeting of spinning blades.
Dyson offered customers a free repair including postage to and from their Australian workshops and a brand new two-year warranty upon return to the customer.
Ensuring that the level of customer service was exemplary was paramount to the successful handling of all customer enquiries, and ensuring that wait times were minimized was something that the client was concerned with from the outset. CDM Direct were able to commit to 100% of calls answered within 30 seconds, 24 hours a day, and seven days a week.