Patent Publication Number: US-2006010019-A1

Title: Method and system for providing customer service for a household appliance

Description:
BACKGROUND OF THE INVENTION  
      1. Field of the Invention  
      The invention relates to customer service for a household appliance. In one aspect, the invention is a system for providing customer service for a household appliance. In another aspect, the invention is a method for providing customer service for a household appliance. In yet another aspect, the invention is a method for providing personalized customer service for a specific brand of household appliances sold to a customer by a wholesaler selling multiple brands of household appliances.  
      2. Description of the Related Art  
      Most modern homes are equipped with a variety of household appliances ranging from kitchen appliances, such as refrigerators and ovens, to laundry washers and dryers to home electronics. Typically, household appliances are fairly large and must be delivered and installed by the seller or by a third party. After the appliances are installed, it is commonly up to the customer to figure out how to operate the appliance. If any problems occur during use of the appliance, the customer contacts the seller, the manufacturer, or a third party to request service in their home. When the delivery and installation, operation, or service of the appliance does not proceed in a timely or effective manner or does not otherwise meet the expectations of the customer, the customer develops a poor opinion of the parties with which they are dealing, the particular household appliance, and other household appliances having the same brand name.  
      Common problems associated with delivery and installation include a delayed arrival or a no-show, which irritates the customer because they must remain at home while waiting for the household appliance to arrive, and inexperienced or incompetent installation personnel who incorrectly install the appliance. When the latter occurs, the customer has to contact the installation party and schedule another visit to attempt to install the appliance correctly. Further, incorrect installation can go undetected by the user and ultimately cause damage to the household appliance.  
      After installation, the user might not know how to operate the household appliance or might only be aware of how to use a few basic features. A common reaction to not knowing how to operate an appliance is to blame the appliance and, thus, the customer can become frustrated and dissatisfied with their purchase. By not knowing how to use all of the features of the appliance, the customer is not fully cognizant of the machine&#39;s benefits and capabilities, including those that differentiate it from other brands of household appliances. Typically, the only resource readily available for guiding the customer is the user&#39;s manual, which some users don&#39;t read or refer to when having a problem. Further, improper use can potentially damage the appliance. When the appliance will not function or functions abnormally, the customer makes a service request, and the service visit commonly has complaints similar to those described above for delivery and installation. In some situations, the user may believe that the appliance is not working properly and request a repair service, when the problem is nothing more than the user lack of knowledge of the use and operation of the appliance.  
      The customer often dreads having to contact the seller, the manufacturer, or a third party to request a service visit or assistance with the household appliance. In recent times, a number of companies have begun to utilize automatic phone answering systems or voice recognition units that direct the customer to a department related to the customer&#39;s question or request. Unfortunately, these systems have several problems, such as directing a customer to one or more incorrect departments, dropping the customer&#39;s call during call transfer, and making the customer wait for an extended period of time before talking to a live human. When the customer eventually speaks to the correct person in the correct department and requests information or service, the person usually records information about the customer and any scheduled service visit, and the customer is at the mercy of the person to correctly record this information. If information that affects the customer directly, such as the date/time of a service visit, is entered wrong and is not discovered, then the customer suffers when the incorrect information causes further problems or inconveniences.  
      Ultimately, there are several things that can go wrong or fail to meet expectations when a customer deals with the delivery and installation, use, or service of a household appliance, and these experiences eventually lead to unhappy customers. Unhappy customers are detrimental to the marketing of household appliance brands. Not only is it unlikely that the customer will not purchase the same brand of household appliances again, the customer will most definitely not recommend the brand to others and might even speak poorly of the brand to other potential buyers. Excellent customer service that meets and exceeds customer expectations is critical for successful sales of a household appliance brand.  
     SUMMARY OF THE INVENTION  
      A method according to the invention for providing customer service for a household appliance sold at a point of sale (POS) to a customer and subsequently installed in the customer&#39;s home comprises visiting the customer&#39;s home after the installation of the household appliance to conduct at least one of the following services: checking the household appliance for proper installation, checking the household appliance for proper operation, and instructing the customer on the operation of the household appliance. Optionally, all of the services can be conducted during the visit.  
      A representative of a wholesaler of the household appliance can conduct the visit. The representative can be one of an employee or non-employee of the wholesaler.  
      The method can further comprise recording product information for the household appliance during the visit. The product information can be recorded on a client device capable of being connected to a server having an associated data source for storing the recorded product information. The client device can be at least one of a: portable computer, hand-held computing device, a personal digital assistant, or cellular phone. The client device can be wirelessly connected to the server to dynamically update the data source with the product information.  
      The method can further comprise accessing customer information containing at least one of customer personal information and product information for the household appliance during the visit. The method can further comprise confirming at least one of the customer information and product information during the visit. Alternatively, both the customer information and product information can be confirmed during the visit.  
      The method can further comprise explaining the service benefits to the customer for the household appliance.  
      The method can further comprise responding to a problem identified when providing one of the services. The response to the identified problem can comprise at least one of: accessing help information and placing a service request for service on the household appliance.  
      Accessing help information can comprise at least one of: placing a call to a technical specialist and accessing problem solving guides. Accessing problem solving guides can comprise accessing a knowledge base. The knowledge base can be updated with a description of the identified problem. The placing of a call to the technical specialist can comprise a conference call with the customer.  
      The customer can be provided access to information, or a portion of the information, related to the scheduling of the service request. Access can be provided to the information for the service request through a communications network, such as the Internet. The method can further comprise receiving feedback from the customer regarding the information for the service request and incorporating the customer feedback into the service to be provided in response to the service request. Incorporating the feedback into the service can comprise altering at least one of the: service on the household appliance and the date or time of a service visit. The method can further comprise providing the service visit on the household appliance in accordance with the information for the service request.  
      The method can further comprise updating a knowledge base with at least one of the information for the service request and the feedback. The customer can be provided with access to at least a portion of the knowledge base. Others can be provided with access to the at least a portion of the knowledge base.  
      The placing of the service request can comprise confirming the date of the service visit with the customer. The customer can be contacted after the service visit to determine the status of the problem. Contacting the customer can comprise at least one of: a home visit, a telephone call, and an e-mail.  
      The method can further comprise making a visual recording of the visit. At least a portion of the visual recording can be made available to at least the customer. At least a portion of the visual recording can be used to form a reality-based program.  
      The checking of the household appliance for proper installation can comprise checking at least one of the temperature and humidity of the household appliance. The instructing of the customer on the operation of the household appliance can comprise conducting an overview of the basic operation of the household appliance and/or an overview of special features of the household appliance.  
      The method can further comprise scheduling the visit with the customer prior to the visit. The scheduling of the visit can comprise communicating with the customer to set the date of the visit. The communication can comprise at least one of telephoning or e-mailing the customer. The method can further comprise reviewing customer information at least one of: prior to the visit and during the visit. The customer information can be updated in response to the visit. The customer information can be updated by updating a customer service database. The method can further comprise providing the customer with access to at least a portion of the customer information.  
      In another aspect, a method according to the invention for providing customer service for a household appliance sold to a customer comprises receiving a service request for providing service to the household appliance; compiling information regarding the service request; providing the customer with access to the compiled service request information; and receiving feedback from the customer regarding the compiled service request information.  
      The method can further comprise updating the compiled service request information based on the feedback from the customer. The method can further comprise incorporating the customer feedback into the service to be provided in response to the service request. Incorporating the feedback into the service can comprise altering at least one of the: service on the household appliance and the date or time of a service visit. The method can further comprise providing service on the household appliance in accordance with the compiled service request information.  
      Access can be provided to only a portion of the compiled service request information. Access can be provided to the compiled service request information through a communications network. The communications network can be the Internet.  
      The method can further comprise updating a knowledge base with at least one of the compiled service request information and the feedback. The customer can be provided with access to at least a portion of the knowledge base. Others can be provided with access to the at least a portion of the knowledge base.  
      In yet another aspect, a method according to the invention for providing personalized customer service for a specific brand of a household appliance sold to a customer by a wholesaler selling multiple brands of household appliances comprises providing multiple service representatives dedicated to the specific brand; assigning one of the multiple service representatives to the customer to personally manage the customer service for the specific brand; and providing access by the customer to customer information related to the customer service. Access can be provided to only a portion of the customer information. Access to the customer information can be provided through a communications network. The communications network can be the Internet.  
      The method can further comprise receiving feedback from the customer regarding the customer information. The customer information can comprise personal information and product information or a service request for the household appliance. The method can further comprise updating the customer information based on the feedback from the customer. The method can further comprise providing a service visit on the household appliance in accordance with the updated customer information. Updating the customer information can comprise altering at least one of the: service on the household appliance and the date or time of the service visit.  
      The method can further comprise updating a knowledge base with at least one of the customer information and the feedback. The customer can be provided with access to at least a portion of the knowledge base. Others can be provided with access to the at least a portion of the knowledge base.  
      The method can further comprise visiting the customer&#39;s home after installation of the household appliance to provide at least one of the following services: checking the household appliance for proper installation, checking the household appliance for proper operation, and instructing the customer on the operation of the household appliance. All of the services can be provided during the visit.  
      The services can be provided in accordance with a visit guide containing predetermined service steps. The visit guide can be personalized with at least one of personal information and product information for the household appliance to be serviced. The visit guide can be dynamically updated. The method can further comprise updating at least one of the personal information and product information in response to the home visit.  
      The method can further comprise recording product information for the household appliance during the visit. The method can further comprise explaining the service benefits to the customer for the household appliance.  
      The method can further comprise responding to a problem identified when providing one of the services. The response to the identified problem can comprise at least one of: accessing help information and placing a service request for service on the household appliance. Accessing help information can comprise at least one of: placing a call to a technical specialist and accessing a problem solving guide. The placing of a call to the technical specialist can comprise a conference call with the customer.  
      The method can further comprise making a visual recording of the visit. At least a portion of the visual recording can be made available to at least the customer. At least a portion of the visual recording can be used to form a reality-based program.  
      Access to the customer&#39;s home for providing the services can be obtained with an authorized access card.  
      The customer information can comprise a service request for the household appliance, and the feedback can be incorporated into the service request to update the service request. A service visit can be provided on the household appliance in accordance with the updated service request.  
      The method can further comprise providing household appliances of the specific brand with an enhanced warranty as compared to household appliances of the other brands. The method can further comprise installing the household appliance by a certified installation agent. The method can further comprise conducting a service visit by a service specialist to address a problem associated with the household appliance. The service specialist can have a personal computing device with access to the customer information. The personal computing device can have access to a service guide. The service guide can be updated by a knowledge base.  
      The method can further comprise providing a customer service website for providing access to the customer information by the customer. The customer can provide feedback regarding the customer information through the customer service website. The customer service website can comprise a service request form that can be submitted by the customer.  
      A system according to the invention for providing service for a household appliance sold to a customer comprises a server operably interconnected to a network having at least one client; a data source associated with the server, the data source being configured to store information representative of a service request for the household appliance and accessible by the at least one client; a feedback client operably interconnected with the network for receiving feedback information representative of a comment on the service request made by the customer. The at least one client can issue the information representative of the service request to the data source, and the feedback client can issue the at least one comment to the data source so that the customer service provided to the household appliance in accordance with the service request can be refined according to the at least one comment received from the feedback client.  
      The information representative of the service request can comprise at least the information needed to provide service on the household appliance. The information representative of the service request can comprise at least one of: description of the problem with the household appliance; model of the household appliance; scheduling information for a service visit; customer personal information; and service provider information.  
      The information representative of the service request can be stored in an abbreviated form. The abbreviated form can comprise at least one of: acronyms and service codes. The system can further comprise a translating client accessible by the data source and the feedback client to convert the abbreviated form to a language understandable by the customer. The language can be at least one of: English, German, Spanish, Italian, and French. The translating client can create the feedback information representative of the customer comment by converting the customer comment into the abbreviated form.  
      The translating client can comprise at least one of: a human, a microprocessor, or software. The at least one client can comprise at least one of: a human, a microprocessor, or software. The human can receive the service request and use the at least one client to enter the information representative of the service request into the data source. The system can further comprise a voice network over which the human receives the service request. The at least one client can comprise an Internet browser.  
      The server can comprise a web server. The data source can comprise at least one database. The feedback client can be operably interconnected to the at least one database so that the customer can access at least a portion of the data source. The feedback client can be associated with the data source such that the customer comment can be used to update the data source. The database can reside on the server.  
      The network can comprise at least one of: the Internet, a Local Area Network, a wireless network, and the World Wide Web. The feedback client can comprise a web browser operably connected to the network. The system can further comprise a personal computing device on which the web browser resides. The personal computing device can comprise at least one of: a personal computer, a handheld computer, a personal digital assistant, a cellular phone. The feedback client further can comprise a web site associated with the server so that the data source can be viewed on the web site using the web browser.  
      The system can further comprise at least one data file containing information for conducting a home visit of the household appliance. The at least one data file can comprise information for conducting at least one of the following: checking the household appliance for proper installation, checking the household appliance for proper operation, and instructing the customer on the operation of the household appliance. The system can further comprise a computing device on which the at least one data file resides. The computing device can be operably connected to the network to permit the updating of the at least one data file via the network. The computing device can comprise at least one of a personal computer, a handheld computer, a personal digital assistant, a cellular phone.  
      The at least one data file can be associated with the data source so that the at least one data file can be updated from the data source. The data source can include at least one of customer personal information and product information for the household appliance so that the at least one data file can be personalized for at least one of the customer and the household appliance for the home visit. The system can further comprise a remote client residing on the computing device and providing an interface with the at least one file and permitting the reading and writing of the data file so that the at least one data file can be updated by the remote client. The remote client can be operably coupled to the network to permit the updating of corresponding data in the data source and the at least one data file when the data file is written to by the remote client.  
      The data source can comprise at least one master data file to form the at least one data file that can be downloaded to the computing device over the network. The data source can further comprise a compilation of the household appliance information and feedback information which is used to update the master data file.  
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
      In the drawings:  
       FIG. 1  is a schematic of a customer service system according to the invention and comprising several elements for providing customer service for a household appliance;  
       FIG. 2  is a schematic of a people network of the customer service system of  FIG. 1 , wherein the people network interacts with a customer during and after purchase of the household appliance;  
       FIG. 3  is a schematic of a communications network of the customer service system of  FIG. 1 , wherein the communications network includes a client, a feedback client, a translating client, a server, and a remote client;  
       FIG. 4  is a schematic illustrating interaction between a portion of the communications network of  FIG. 3 , particularly the client, the feedback client, the translating client, and the server, and a portion of the people network of  FIG. 2 ;  
       FIG. 5  is a schematic illustrating communication between a portion of the network of  FIG. 3 , particularly the client, the server, and the remote client, and a portion of the people network of  FIG. 2 ;  
       FIG. 6  is a schematic illustrating general flow of events that occur during implementation of the customer service system of  FIG. 1 , wherein the events include pre-registration, welcome communication, home visit setup, home visit, dedicated website account setup, and schedule service visit;  
       FIG. 7  is a flow chart of the pre-registration of  FIG. 6 ;  
       FIGS. 8A and 8B  are a flow chart of the welcome communication of  FIG. 6 ;  
       FIG. 9  is a flow chart of the home visit setup of  FIG. 6 ;  
       FIG. 10  is a flow chart of the home visit of  FIG. 6 ;  
       FIG. 11  is a schematic of an access card that can be utilized to enter a home in the home visit of  FIG. 10 ;  
       FIG. 12  is a flow chart of the dedicated website account setup of  FIG. 6 ;  
       FIG. 13  is a schematic showing content of a dedicated website of the customer service system of  FIG. 1 ; and  
       FIGS. 14A and 14B  are a flowchart of the scheduling of a service visit from  FIG. 6 . 
    
    
     DESCRIPTION OF THE INVENTION  
      The invention provides a method and a system for providing customer service for a household appliance that addresses the deficiencies common to customer service and at least meets and preferably exceeds customer expectations so that customers are satisfied with not only the customer service but also with the household appliance and the household appliance brand. In general, a customer service system according to the invention ensures that a customer&#39;s experience during delivery and installation, use, and service of a household appliance, including communication associated therewith, is pleasant, efficient, and effective.  
      When the customer service system is utilized for a particular brand of household appliances, that brand stands apart from other brands, and potential buyers associate the brand with excellent customer service. Such brand recognition and customer satisfaction can contribute to increased sales and profits. A manufacturer of multiple brands of household appliances can utilize the customer service system to differentiate one ore more brands from its other brands. While it is preferred that the customer service system is utilized for a particular brand of household appliances, it is well within the scope of the invention for the customer service system to be applied to more than one household appliance brand.  
      Referring now to the figures,  FIG. 1  schematically illustrates a customer service system  10  having several elements that, either taken together or individually, provide superior customer service to a customer  30  during and after purchase of a household appliance, and  FIG. 2  schematically shows a people network comprising people that potentially interact with the customer  30  during implementation of the customer service system  10 . The elements of the customer service system  10  comprise enhanced service coverage  12 , a dedicated customer interaction center  14 , a dedicated customer service website  16 , certified delivery and installation  18 , a home visit  20 , and certified service  22 .  
      The enhanced service coverage  12  is coverage beyond a standard warranty on the household appliance or beyond a warranty for a household appliance of other brands. The enhanced service coverage  12  can extend the warranty beyond its normal duration and can guarantee to pay for parts and service not typically covered by standard warranties. For example, with the enhanced service coverage  12 , the customer is not financially responsible for correction of installation problems or for parts and labor to remedy problems associated with functional failures or improper usage of the household appliance.  
      The dedicated customer interaction center (CIC)  14  is one or more communication centers staffed with well-trained customer care consultants (CCC)  32  that are dedicated to communicating with and assisting the customer  30 . The CIC  14  both initiates communication with the customer  30  and can be contacted by the customer  30 . When the customer  30  contacts the CIC  14  by telephone, the customer  30  immediately communicates directly with a CCC  32  rather than with a voice recognition unit. The CIC  14  can have extended hours of operation as compared to a standard eight hour business day, and the customer  30  can leave a message during off-hours and can indicate if the communication is an emergency that requires prompt attention. The CCC  32  is preferably familiar with all aspects of the household appliances associated with the customer service system  10 , is aware of customer expectations, and is committed to delivering world class service. The CCC  32  is a service representative that manages the customer service system  10  for the customer  30  and orchestrates interaction with the customer  30 . The customer  30  is preferably assigned to a personal CCC  32  that serves as a main point-of-contact for the customer service system  30 . When the customer  30  needs assistance related to the household appliance, the customer  30  knows to directly contact the assigned CCC  32  and, therefore, associates the CCC  32  with the customer service system  10 .  
      The customer can also communicate with the CCC  32  though the dedicated website  16 , which is accessible to the customer  30  by a username and password. The dedicated website  16  facilitates several communication functions and also offers a plentitude of information that supplements the information in the household appliance user&#39;s manual. Further description of the dedicated website  16  is presented hereinafter.  
      After the customer  30  purchases the household appliance, a certified delivery and installation agent (CDIA)  34  comes to the home to deliver and install the household appliance during the certified delivery and installation  18  of the customer service system  10 . The CDIA  34  is very knowledgeable about the household appliance, trained to deliver the household appliance to the home without causing any damage thereto, and trained to properly install the household appliance such that it functions correctly and is unlikely to require a follow-up installation visit.  
      The home visit  20  of the customer service system  10  occurs after the household appliance has been delivered and installed, whether by the CDIA  34  or by another party. In the home visit  20 , a customer care specialist (CCS)  36  comes to the home of the customer  30  to discuss the customer service system  10  and to perform one or more services. For example, the CCS  36  can check the household appliance for proper installation, determine whether the customer  30  is properly operating the household appliance, and instruct the customer  30  on the operation of the household appliance. The home visit  20  is preferably performed with the assistance of home visit guides that are personalized for the customer  30  and the particular household appliance or appliances purchased. The home visit  20  not only provides a customer service benefit that goes above and beyond conventional customer service, but it also reduces or prevents potential future service visit requests and service visits to fix problems associated with improper installation and incorrect usage of the household appliance. The home visit  20  will be described in more detail hereinafter.  
      When a service visit is required, the household appliance is eligible for the certified service  22  of the customer service system  10 . The certified service  22  is an expedited repair service, and the certified service  22  is preferably conducted by a certified service specialist (CSS)  38  who has been specially trained by the manufacturer of the particular brand of the household appliance. The CSS  38  is able to promptly respond to the service request and preferably has on-hand stocks of parts for the household appliance for the expedited repair service.  
      In addition to the CCC  32 , the CDIA  34 , the CCS,  36 , and the CSS  38 , the customer can interact with other persons in the people network associated with the customer service system  10 , as shown in  FIG. 2 . For example, at a point-of-sale (POS), such as a retail store or at a wholesaler store, the customer purchases the household appliance from a sales associate  40 . The sales associate  40  can be any person with whom the customer  30  interacts while buying the household appliance. Additionally, an account manager  42 , who is a regional sales representative for the particular brand of the household appliance, might deal directly or indirectly with the customer  30  during the purchase of the household appliance.  
      The people network has been described in part as comprising various individuals, such as the CCC  32 , the CDIA  34 , the CCS,  36 , and the CSS  38 , who execute the elements of the customer service system  10 . However, it is within the scope of the invention for a single person to carry out more than one of the elements of the customer service system  10 . For example, the person who conducts the home visit  20  can also execute the certified service  22  and/or the certified delivery and installation  18 . Similarly, the customer care consultant  32  can conduct the home visit  20  and so on. In some instances, it could be preferred that the same person is involved in more than one element of the customer service system  10  so that the customer  30  is familiar with that person and is able to associate that person and their dedication to customer service with the household appliance and the brand of the household appliance. Further, the persons in the people network can be employees or non-employees of the manufacturer, the wholesaler, the retailer, or of another party. For example, the persons who conduct service on the household appliance can be employees of a third party service company. Meanwhile, the person who conducts the home visit can be a representative of the wholesaler. For explanatory purposes, particular elements of the customer service system  10  are described herein as being associated with particular people (CCC  32 , CDIA  34 , CCS,  36 , and CSS  38 ). The description of the customer service system  10  in this manner is not intended to limit the invention as such.  
      The customer service system  10  has been described as comprising the six elements shown in  FIG. 1 . However, it is within the scope of the invention for the customer service system  10  to involve any combination of these elements and any additional elements. For example, the customer service system  10  can comprise only the dedicated CIC  14  and the home visit  20 . Additionally, the availability of the elements of the customer service system  10  can vary according to geographic location. Further, the different elements can be available for different household appliances of the same brand. For example, the customer service system  10  for a higher end model of a household appliance might comprise more of the elements than the customer service system  10  for a lower end household appliance. Alternatively, the number of and types of elements associated with the customer service system  10  can vary among different brands of household appliances from the same manufacturer to help facilitate brand differentiation. For expository purposes, the customer service system  10  is described herein as comprising all of the elements shown in  FIG. 1 .  
      Referring now to  FIG. 3 , the customer service system  10  further comprises a communications network  50  to facilitate communication within the people network shown in  FIG. 2 , to facilitate execution of the elements shown in  FIG. 1 , and to store, transfer, and enable access to data, which is preferably in electronic format, associated with the customer  30  and the household appliance. The communications network  50  can comprise both humans and electronic machines, wherein the humans can communicate with other humans, the humans can communicate with the electronic machines, and the electronic machines can communicate with other electronic machines.  
      As shown in  FIG. 3 , the communications network  50  comprises a server  52  with a client system including at least one client device, such as a client  54 , a feedback client  56 , a translating client  58 , and a remote client  64 , all operably interconnected. The server  52  comprises a data source  60  and a knowledge base  62 , each of which can have several databases associated therewith. Alternatively, the data source  60  and knowledge base  62  can be contained in the same customer service database. The client  54  can access the server  52  to issue information to or receive information from the data source  60  and/or the knowledge base  62 .  
      The data source  60  stores customer information containing personal information related to the customer  30  and product information related to the household appliances, or products, that the customer  30  owns. The personal information can include, for example, contact information, demographic data, and personal preferences, while the product information can include model number, style number, product description, historical service information, historical operation information, information about current requests for service, and information about currently scheduled service visits. The personal information and the product information for a particular customer  30  and the household appliances owned by that particular customer  30  are contained in a customer master data file  68  ( FIG. 4 ).  
      The knowledge base  62  stores general data about the household appliances associated with the customer service system  10 . The knowledge base  62  compiles data from the manufacturer of the household appliance brand, from the experiences of several customers  30  by accessing the data source  60  and the contents of the customer master data files  68 , and from the experiences of others in the people network and makes the data available for use in answering questions and addressing problems related to the household appliance. Further, the knowledge base  62  can contain answers to frequently asked questions about the household appliance, service guides, home visit guides, problem solving guides, forms, such as service request forms, and questionnaires or surveys related to the customer  30  and to the household appliance. The knowledge base  62  is essentially a warehouse of reference data available to the people network to facilitate execution of the customer service system  10 . Optionally, the knowledge base  62 , or portions thereof, can be available to others that are not included in  FIG. 2 , such as a third party. Because the knowledge base  62  is constantly interacting with the data source  60 , the knowledge base  62  is continuously updated to improve its content. The interaction and updating can be done by software or by a human.  
      The customer  30  can access the customer master data file  68  or at least a portion thereof. By giving the customer  30  the ability to view portions or the entirety of the customer master data file  68 , the customer  30  can verify if the information in the customer master data file  68  is accurate and can monitor its contents, such as the status of the scheduled home visit  20 , service requests, scheduled service visits, product information, and the like. The information in the master data file  68  is preferably stored in an abbreviated or short-hand form, such as acronyms and codes, including service codes. The translating client  56  converts the abbreviated form to a language, such as English, German, French, Spanish, Italian, etc., that is understandable to the customer  30 . Preferably, the customer  30  accesses the customer master data file  68  through the dedicated website  16 .  
      The customer  30  can provide feedback related to the customer master data file  68  or to any aspect of the customer service system  10  through the feedback client  58 . The feedback client  58  receives feedback information from the customer  30  and submits it to the data source  60 . The feedback information contains information representative of a comment from the customer  30 . The comment can relate to any aspect of the customer service system  10  or the household appliance associated therewith. For example, the customer  30  can provide feedback on the accuracy of the personal information or the product information in the master data file  68 . The feedback information can be a service request containing information needed to provide service on the household appliance. Examples of such information include personal information, a description of the problem, a model number of the household appliance that has the problem, scheduling information for the service visit, and service provider information. Further, the feedback information can be the customer&#39;s opinion after experiencing one or more of the elements of the customer service system  10 , such as the home visit  20 . The feedback information is converted from the language used by the customer  30  to the abbreviated form by the translating client  56  so that the feedback information can be submitted to and understood by the data source  60 .  
      The remote client  64  of the communications network  50  can access a customer data file  66  ( FIG. 5 ) that is formed by the customer master data file  68  in the data source  60  for use separate from the data source  60 . The remote client  64  provides an interface with customer data file  66  and can read from and write to the customer data file  66 , which is thereafter submitted to the data source  60  to update the master data file  68 . The remote client  64  and the customer data file  66  can be used within the communications network  50  or outside the communications network  50 . In the latter case, the remote client  64  is reconnected to the communications network  50  to transfer or update information obtained while outside the communications network. For example, the remote client  64  can reside on a personal computing device, such as a personal computer, a handheld computer, a personal digital assistant, or a cellular phone, operably connected to the communications network  50  and utilized by the CCS  36  during the home visit  20 . For the home visit  20 , the customer data file  66  can contain the personal information, the product information, the home visit guides personalized for the customer  30 , and any other information that is of assistance during the home visit  20 . The personal computing device can also be utilized by the CCS  38  during the certified service  22 , wherein the customer data file  66  would also include guides, such as the service guides and the problem solving guides.  
      The communications network  50  can comprise any system that enables communication between the server  52 , the client  54 , the translating client  56 , the feedback client  58 , and the remote client  64 . For example, the communications network  50  can comprise the Internet, the World Wide Web (WWW), a Local Area Network (LAN) or a wireless network, or combinations thereof. The communications system  50  can also include a voice network to enable communication between humans. The voice network can be a conventional telephone network or Internet telephony.  
      The client  54 , the translating client  56 , and the feedback client  58  can comprise any being or device able to communicate and perform its intended function in the communications network  50 . For example, the client  54 , the translating client  56 , and the feedback client  58  can each comprise a human, an electronic device or system, or combinations thereof. The electronic device or system can be a microprocessor or software and can reside on a personal computing device, such as a personal computer, a handheld computer, a personal digital assistant, or a cellular phone. When the communications network  50  comprises the Internet and/or the WWW, any of the client  54 , the translating client  56 , and the feedback client  58  can comprise an Internet browser or a web browser, respectively, and the server  52  can be a web server. The web browser can be used view the dedicated website  16 .  
       FIG. 4  schematically illustrates communication between the customer  30  and the communications network  50  and particularly how the customer  30  accesses the customer master data file  68  and provides feedback to the master data file  68 . As described above, the server  58  houses the data source  60  and the knowledge base  62 , which communicate with each other to share and update information. The data source  60  contains the customer master data file  68 , which usually stores personal information and product information in the abbreviated form. The customer  30  can access at least a portion of the customer master data file  68  after it has been translated into an understandable language by the translating client  56 . For example, the translating client  56  can take the abbreviated form of the information and convert it to a narrative. The customer  30  can provide feedback information on the personal information and the product information in the customer master data file  68  or on other aspects of the customer service system  10 , or submit a service request through the feedback client  58 . The translating client  56  converts the feedback information to the abbreviated form, and the feedback information is submitted to the customer master data file  68  in the data source  60 . The knowledge base  62  can access the data source  60  to update and improve the knowledge base  62 . Preferably, the customer  30  accesses the customer master data file  68  and provides the feedback information through the dedicated website  16 . The customer  30  can also access the knowledge base  62 , or portions thereof, such as through the dedicated website  16 . However, the customer  30  can also directly contact the CCC  32  through electronic or voice means. The CCC  32  has access to the same information as the customer  30  in the form of the customer master data file  68 . The CCC  32  can both access and update the customer master data file  68 . Consequently, the customer  30  and the CCC  32  can effectively communicate with each other, and the customer  30  is given access to the most updated information. Thus, the customer  32  can provide feedback on the customer&#39;s personal information, especially if the personal information contains any inaccuracies or is missing information. When communicating with the customer  30 , the CCC  32  can also access the knowledge base  62  to help answer any questions from the customer  32 .  
      Communication between the server  52  and the remote client  64  is schematically illustrated in  FIG. 5 . For exemplary purposes, the communication is described herein as being associated with the CCS  34  for conducting the home visit  20 . The CCS  34  is equipped with the personal computing device on which the remote client  64  resides. The remote client  64  accesses the customer data file  66  that is formed by the customer master data file  68  in the data source  60 . The CCS  34  can utilize and update the customer data file  66  through the personal computing device. When the CCS  34  is done using the customer data file  66 , such as when the home visit  20  is complete, the remote client  64  sends the customer data file  66  back to the server  52 , where the customer master data file  68  is updated based on the updated customer data file  66 .  
      Referring now to  FIGS. 6 and 7 , the customer service system  10  initiates with pre-registration  100  when the customer  30  purchases the household appliance at the POS in step  102 . After purchase, the customer  30  receives a welcome kit in step  104 , preferably at the POS. The welcome kit contains literature describing the customer service system  10  and a pre-registration card. The pre-registration card can be a physical card, such as a post card, that can be mailed or it can be an information card directing the customer  30  to a website. The pre-registration card and the website request pre-registration information, such as personal information about the customer  30  and product information about the purchased household appliance. The pre-registration card can be filled out at the POS or at home by the customer  30 . The sales associate  40  can contact the CIC  14 , such as by phone or e-mail, or can mail the pre-registration card to the CIC  14  for the customer  30 . Alternatively, the customer  30  can mail the pre-registration card to the CIC  14  or contact the CIC  14 , such as by phone or e-mail. If the sales associate  40  at the POS contacts the CIC  14  in step  106 , then the customer master data file  68  is created in the data source  60  on the server  52  in step  108 . Alternatively, if the pre-registration card is sent, whether by the sales associate  40  or the customer  30 , or if the customer  30  visits the website to submit the pre-registration information in step  110 , then after the pre-registration information is received in step  112 , the customer master data file  68  is created in the data source  60  in step  108 . After the customer master data file  68  is entered, a welcome communication  140  is scheduled in step  114 .  
      If the customer  30  contacts, such as by telephone, the CCC  32  at the CIC  14  to inquire about the status of the customer service system account, as in step  116 , but no customer master data file  68  exists for the customer  30 , then the pre-registration information is obtained, for example by questioning the customer  30  and/or by contacting the sales associate  14  to confirm the purchase of the household appliance, in step  118 . Using the obtained pre-registration information, the customer master data file  68  is created in the data source  60  in step  120 . Since contact is already established with the customer  30 , the CCC  32  determines whether or not the household appliance is installed in step  122 . If the household appliance is not yet installed, then the CCC  32  requests permission to contact the customer  30  after an estimated installation date in step  124 . If permission is granted in step  126 , then the welcome communication  140  is scheduled in step  114 . However, if permission is denied in step  126 , then the customer master data file  68  is updated in step  128  to indicate that a welcome letter and registration kit should be sent to the customer  30 . If it is determined in step  122  that the appliance is installed, then the welcome communication  140  can proceed in step  130 . The welcome communication  140  is described in detail hereinafter.  
      As seen in  FIG. 6 , delivery and installation  132 , whether standard delivery and installation or certified delivery and installation  18 , and first use  134  of the household appliance can occur either before or after the welcome communication  140 . Both situations are addressed in the flowchart of  FIGS. 8A and 8B , which illustrates the general steps of the welcome communication  140 . On a predetermined periodic basis, such as daily or weekly, the welcome communications  140  scheduled for that period are identified in step  141 . The scheduled welcome communications  140  can be identified by querying the data source  60 , or the data source  60  can be programmed to automatically identify the scheduled welcome communications  140 . In step  142 , the customer  30  is contacted electronically, such as be e-mail, or by telephone and preferably by the CCC  32 . After the customer  30  is greeted, the CCC  32  asks whether or not the household appliance is installed in step  144 .  
      If the household appliance is not yet installed, then the CCC  32  requests permission in step  146  to contact the customer  30  after the estimated installation date. If the customer  30  grants permission in step  148 , then the CCC  32  updates the customer master data file  68  in step  150  to reschedule the welcome communication  140 . On the other hand, if the customer  30  denies permission in step  148 , then the customer master data file  68  is updated in step  152  to indicate that a welcome letter and registration kit should be sent to the customer  30 .  
      If the household appliance has been installed, then the CCC  32  asks in step  154  if the household appliance has been used. If the household appliance has been used, then the CCC  32  determines whether there have been any problems with the household appliance and inquires about the performance of the household appliance in step  156 . In step  158 , the CCC  32  attempts to resolve any problems or issues that were identified by the customer  30  in step  156 . The CCC  32  then determines in step  160  whether the service visit is needed, and if the service visit is necessary, then the CCC  32  schedules  180  the service visit, as will be described later.  
      The CCC  32  continues with the welcome communication  140  and obtains installation information, such as installation date and installation agent, and detailed product information about the household appliance not already contained in the customer master data file  68  in step  162 . The CCC  32  then proceeds in step  164  to explain the elements of the customer service system  10 , such as the home visit  20  and the dedicated website  16 . In step  166 , the CCC  32  requests permission to contact the customer  30  at a later date to schedule the home visit  20 . If the customer denies permission in step  168 , then the CCC  32 , in step  170 , explains that the home visit  20  can be requested at any time. If the customer  30  grants permission in step  168 , then the customer master data file  68  is updated in step  172  to indicate that the customer  30  requests a home visit  20 . Alternatively, the CCC  32  can schedule the home visit  20  during the welcome communication  140 . Next, the CCC  32  requests in step  174  an e-mail address from the customer  30  so that the CCC  32  can setup a dedicated website account for the customer  30 . In step  178 , the CCC  32  requests permission to contact the customer  30  in the future and requests the customer&#39;s preferred method of contact. Next, the CCC  32  closes the welcome communication  140  in step  178 . Following the welcome communication  140 , the customer  30  can identify the CCC  32  as a point of contact for the customer service system  10 .  
      After the welcome communication  140 , the customer master data file  68  contains sufficient information for a home visit setup  190  and for a dedicated website account setup  250 , as shown in  FIG. 6 . Exemplary steps of the home visit setup  190  are presented in  FIG. 9 . The CCS  36  is notified in step  192  that a new home visit  20  needs to be scheduled. The CCS  36  confirms in step  144  that the notification has been received, and the customer  30  is contacted in step  196  to schedule the home visit  20  and to confirm that the personal information and the product information in the customer master data file  68  are correct. Confirmation of this information is important because the personalized home visit guide is preferably personalized upon the information. Prior to the home visit  20 , the customer  30  is again contacted in step  198  to confirm the date and time of the home visit  20 . The above description of the home visit setup  190  assumes that the home visit  20  is setup by the CCS  36 . However, as noted previously, the home visit  20  can be scheduled at another time, such as during the welcome communication  140 , and by another person in the people network.  
      Referring now to  FIG. 10 , at the beginning of the home visit  20 , the CCS  36  arrives at a customer home in step  202  and greets the customer  30  in step  204 . While greeting the customer  10 , the CCS  36  preferably confirms the personal information and the product information. The CCS  36  is preferably equipped with the personal computing device having the remote client  64  and the customer data file  66 . The customer data file  66  comprises the personalized home visit guide, which the CCS  36  uses for instruction and for recording information during the home visit  20 . Preferably, the personalized home visit guide contains a list, such as a check-off list, of services and steps for performing the services that are to be conducted during the home visit  20 .  
      In step  206 , the CCS  36  conducts the services that are available for the household appliance. Examples of such services include checking the household appliance for proper installation, checking the household appliance for proper operation, and instructing the customer  30  about proper operation of the household appliance. When checking the household appliance for proper installation, the CCS  36  can conduct tests on the household appliance and compare the test results to expected results. For example, the temperature of the household appliance can be measured with a portable thermometer, such as a flexible strip that can be placed on or near the household appliance and comprises temperature indicia. Similarly, the humidity in the atmosphere in or near the household appliance can be determined with a portable humidity sensor. The CCS  36  can also check, when appropriate, electrical connections and other connections, such as water or gas line connections, and whether or not the household appliance has been installed in a suitable location within the home. The CCS  36  can check for proper operation of the household appliance by observing user settings on the household appliance to determine whether or not they are properly set and by interviewing the customer  30  about the method in which they operate the household appliance. When the customer  30  operates the household appliance improperly or is unaware of how to operate the appliance correctly, the CCS  36  can instruct the customer  30  on proper usage methods. The instruction can include an overview of basic operation of the household appliance. The CCS  36  can also provide further instruction, even to the customer  30  that knows how to properly operate the household appliance, about unused features and special capabilities of the household appliance, especially the features and capabilities that differentiate the household appliance from other brands. While conducting these services, the CCS  36  can record product information that is not already included in the customer data file  66 .  
      While conducting one or more of the services described above, a problem with the household appliance can be exposed. The CCS  36  responds to the problem and, in step  208 , determines whether assistance is needed to solve the problem. If technical assistance is required, the CCS  36  can access problem solving guides and/or contact a technical specialist in step  210 . The problem solving guides contain protocols for addressing common problems for the household appliance and potential solutions. The problem solving guides can be physical paper publications or, preferably, electronic files that reside on the personal computing device and are updated periodically by the knowledge base  62 . The technical specialist can be contacted by any suitable method, such as by telephone or over the Internet. For example, the technical specialist, the CCS  36 , and the customer  30  can participate in a conference call. The technical specialist is highly trained and has access to the server  52  in the communications network  50 . The technical specialist works with and guides the CCS  36  to address the problem with the household appliance. After the CCS  36  attempts to repair the problem with the household appliance in step  212 , the CCS  36  determines in step  214  whether the problem is sufficiently solved. If the problem has not be solved and the service visit is needed, as determined in step  216 , then the service visit is scheduled  180 , as will be described later. If the service visit is not required, then the next steps are defined in step  218  before the home visit  20  is complete. It is important that the customer  30  is aware of the next steps and has assurance that the problem will be solved.  
      After the service visit has been scheduled, the next steps have been defined, or if technical assistance is not needed, the home visit  20  continues in step  220  with a discussion of the customer service system  10  and its benefits. The CCS  36  thoroughly explains the elements of the customer service system  10  that are applicable to the household appliance and answers any questions from the customer  30 . The CCS  36  also takes inventory of other household appliances of the same brand or manufacturer so that the other household appliances can be added to the customer master data file  68 . Next, the CCS  36  closes the home visit  20  in step  222  and optionally offers the customer  30  a gift.  
      After the home visit  20  is concluded, the CCS  36  completes a home visit report, which documents the home visit  20 . The home visit report is preferably electronic and resides on the personal computing device. However, the home visit report can be any other suitable form, such as on paper. The home visit report can consist of the check-list mentioned above, and the CCS  36  indicates on the report whether or not each service or task was completed. The home visit report can also include notes, comments, or suggestions from the CCS  36  or from the customer  30 . Further, the home visit report can also comprise a list of the other home appliances that were inventoried during the home visit  20 . The CCS  36  sends the home visit report through the communications network  50 , and the customer master data file  68  is subsequently updated. In a preferred embodiment, the CCS  36  transmits the electronic home visit report, either through a wired or wireless connection, directly from the personal computing device to the server  52 , as shown schematically in  FIG. 5 . When the connection is wireless, the data source  60  can be dynamically updated throughout the home visit  20 . As discussed previously, the knowledge base  62  updates by accessing the data source  60  with the updated customer master data file  68  containing the home visit report.  
      Referring now to  FIG. 11 , the CCS  36  can optionally be issued an access card  230  that, when authorized, provides the CCS  36  access to a customer home or to the customer data file  66 . With the access card  230 , the CCS  36  can enter the home and conduct at least a portion of the home visit  20 , such as checking the household appliance for proper installation, without the customer  30 . In some situations, the customer  30  might not be able to guarantee that anyone is present at the home and would prefer that the home visit  20 , or portions thereof, is conducted regardless. The access card  230  can also be used to gain access to the customer data file  66  to prevent unauthorized persons from viewing the personal information. For example, the server  52  can require the access card  230  before the customer master data file  68  forms the customer data file  66  and transmits it to the remote client  64 . The access card  230  preferably comprises company information, such as an official logo, personal identification information about the CCS  36 , such as a name and photo, and access means, such as an identification number, a magnetic strip, or a microprocessor, that can be authorized to enable access to the home or the customer data file  66 .  
      To utilize the access card  230 , the access card  230  is authorized in step  232 . The CCS  36  can request authorization, or the access card  230  can automatically be authorized, for example when the home visit  20  is scheduled. If the access card  230  is to be used to enter the customer home, the CCS  36  arrives at the customer home in step  234  and accesses the customer home in step  236 . Step  236  can be accomplished by entering the identification number into a keypad operably connected to the customer home, or swiping, inserting, or holding the access card  230  through, into, or near, respectively, a card reader operably connected to the customer home. After the access is achieved, the CCS  36  conducts the home visit in step  238 . If the access card  230  is to be used to access the customer data file  66 , then the CCS  36  connects to the communications network  50  and requests access to the customer data file  66  in step  240 . Next, the CCS  36  accesses the customer data file  66  in step  242 . If the CCS  36  is using the personal computing device, the CCS  36  can type the identification number or can operably communicate the access card  230  with a card reader connected to the personal computing device. After access is granted, the CCS  36  can view and edit or update the customer data file  66 , such as during the home visit  20 .  
      The access card  230  can be utilized for the elements of the customer service system  10  other than the home visit  20 . For example, the CSS  38  can have the access card  230  to enter the customer home for the certified service  22  so that the customer  30  does not have to be at the home. As a result, the certified service  22  is convenient for the customer  30  and can be scheduled at any reasonable time during the day.  
      Optionally, and with permission from the customer  30 , the home visit  20  can be visually recorded, such as with a standard video camera. The visual recording of the home visit can be utilized for several purposes. For example, the visual recording can be edited into a reality-based program broadcast on television or on the Internet. The reality-based program could be used as an education tool for the customer  30  and a marketing tool for potential customers. Additionally, the visual recording could be used as a training tool when preparing the CCS  36  to conduct the home visit  20 . Further, portions of the visual recording can be incorporated into the dedicated website  16  to enhance its content.  
      Referring back to  FIG. 6 , a home visit follow-up  226  is performed after the home visit  20  to ensure that the customer  30  is satisfied with the home visit  20  and to answer any follow-up questions. The home visit follow-up  226  can be in the form of a telephone call or e-mail, depending on the customer&#39;s preferred from of contact indicated in step  176 .  
      As stated above, the dedicated website account setup  250  can be conducted after sufficient personal information and product information is obtained, such as during the welcome communication  140 . Exemplary steps of the dedicated website account setup  250  are presented in  FIG. 12 . In step  252 , the CCC  32  accesses the dedicated website  16 , which is shown schematically in  FIG. 13 . In particular, the CCC  32  logs into an administration page  260 . The CCC  32  enters the appropriate personal information and product information to create the dedicated website account in step  254 . In step  256 , the customer  30  is automatically sent a notice, preferably by e-mail, with information about the dedicated website  16  and the customer&#39;s username and password. Thereafter, the customer  30  can log into and utilize the dedicated website  16  in step  258 .  
      Referring to  FIG. 13 , the customer  30  initially accesses an introduction page  262 , which requests the username and password. The introduction page  262  preferably comprises links to product description pages  264  and to a website tour  266 , which can be viewed without entering the username and password so that potential customers can conduct product research and view the benefits of the dedicated website  16  and the customer service system  10 . If the customer  30  incorrectly enters the username and password, as determined in step  268 , the dedicated website  16  requests that the customer  30  retry entering the username and password in step  270 . After the correct username and password are entered, then the customer  30  can view several web pages related to the customer service system  10  and the household appliance. Examples of the web pages include a customer information page  272 , a service page  274 , a culinary experience page  276 , a design page  278 , and a survey page  280 .  
      Through the customer information page  272 , the customer  30  can view and edit the customer master data file  68 , or at least a portion thereof, including the personal information, the product information, and scheduled service visits. This section can also contain forms that the customer  30  can submit to request assistance or ask a question that is not answered elsewhere in the dedicated website  16 .  
      The service page  274  provides access to a plentitude of information, primarily from the knowledge base  62 , regarding the household appliance and comprises service request forms that can be submitted to schedule  180  the service visit, as will be described later. The service request forms include information relating to the customer  30  and the household appliance and information needed to provide service on the household appliance. For example, the service request forms can include the personal information, the product information, a description of the problem with the household appliance, scheduling information, such as preferences and availability, and service provider information, such as suggested or preferred service providers and contact information. After the service request form is submitted by the customer  10 , information regarding the service request is compiled and entered into the customer master data file  68 .  
      Because the information in the customer master data file  68  is stored in the abbreviated form, the translating client  56  converts the information into the understandable language, as discussed previously, before it is displayed on the dedicated website  16 . Similarly, when the customer  30  submits the service request form, the service request form is converted from the understandable language to the abbreviated form before the customer master data file  68  is updated.  
      The customer  30  can provide feedback information regarding the personal information, the product information, and the service request through the dedicated website  16  and the feedback client  58 . For example, the customer  30  can comment on inaccuracies in the personal information, the product information, or the service request viewed on the customer information page  272  and the service page  274 . Subsequently, the inaccuracies are updated or corrected in the customer master data file  68 . When the feedback information relates to the service request, the feedback information is utilized to refine the service request. For example, if the feedback information indicates that the scheduled date and time are inconvenient for the customer  30 , then corresponding changes can be made. Alternatively, the service that is scheduled to be performed on the household appliance can be altered if the feedback information indicates that the scheduled service is not appropriate. As discussed previously, the feedback information is converted to the abbreviated form by the translating client  56  before the customer master data file  68  is updated.  
      The culinary experience page  276  includes general advice related to cooking, and the design page  278  is geared towards kitchen layout and interior design. These pages  276  and  278  are intended for use by the customer  30  who has purchased a kitchen appliance. The dedicated website  16  could also include pages that are similar to the culinary experience page  276  and the design page  278  but are directed towards other household appliances. The survey page  280  comprises various surveys that the customer  30  can complete to offer input on the dedicated website  16  and on other elements of the customer service system  10 . The schematic of the dedicated website  16  in  FIG. 13  is for exemplary purposes only, and the content of the pages  272 ,  274 ,  276 ,  278 , and  280  is exemplary. The dedicated website  16  can be personalized according to the household appliances that the customer  30  owns and can comprise a variety of web pages having content related to the customer service system  10  and the household appliances.  
      As mentioned above, the household appliance can experience a problem during operation and can require a service visit  330 , which can be a standard service visit or the certified service  22 . Referring again to  FIG. 6 , the problem can be reported or exposed during the welcome communication  140 , during the home visit  20 , or at another time. Exemplary steps to schedule  180  a service visit  330  are presented in  FIGS. 14A and 14B . After the household appliance  290  experiences a problem (step  290 ) that is discovered by the customer  30  at a time other than during the welcome communication  140  or during the home visit  20 , a service request is submitted in step  292 . The customer  30  can submit the service request by contacting the CCC  32  by telephone, fax, or e-mail or by submitting the service request form through the dedicated website  16  as described above. Further, the service visit  330  can be scheduled  180  solely through the dedicated website  16  or solely by the voice network. If the service visit request is submitted by telephone or e-mail, the CCC  32  compiles the information regarding the service request and enters it into the master customer data file  68  through the client  54 . After the service request is discussed in step  294 , the CCC  32  determines in step  296  whether the service visit  330  is needed. If the service visit  330  is not required to fix the problem, then the CCC  32  closes the call in step  298  after the customer  30  understands how to solve the problem. If the service visit  330  is needed, then the customer  30  is asked in step  300  if it is acceptable to delay the service visit  330  by a predetermined period of time in order to obtain prescreened parts potentially required for the service visit  330 . In cases where the problem was reported during the welcome communication  140  ( FIGS. 8A and 8B ) or during the home visit  20  ( FIG. 10 ), the process to schedule  180  the service visit  330  merges at step  300 .  
      If the delay for the prescreened parts is not acceptable, then the service visit  330  without the prescreened parts is scheduled in step  302 . However, if the customer  30  is willing to wait for the prescreened parts, then the CCC  32  determines if the prescreened parts can be identified in step  304 . If not, then a parts specialist is contacted for assistance in step  306 , and the parts specialist provides the part numbers in step  308 . Next, the CCC  32  determines in step  310  if the prescreened parts are available. If the prescreened parts are available, then the service visit  330  with the prescreened parts is scheduled in step  312 . However, if the prescreened parts are not available, then the CCC  32  explains options to the customer  30  in step  314  and determines in step  316  whether the customer  30  is unwilling to wait for delivery and would like to schedule the service visit  330  without the prescreened parts. If the customer  30  does not want to wait, then the service visit  330  without the prescreened parts is scheduled in step  302 . On the other hand, if the customer wants to wait for the prescreened parts, then the service visit  330  is scheduled in step  318  according to a date of estimated prescreened part availability.  
      After the service visit  330  is scheduled, then the customer  30  is informed in step  320  of the date and time of the service visit  330  and that a confirmation notice will be sent to the customer  30 . If the problem was reported during the welcome communication  140  (step  322 ), then the welcome communication continues. If the problem was reported during the home visit  20  (step  324 ), then the home visit  20  continues. Otherwise, the CCC  32  closes the communication in step  326 . After the service visit  330  is executed, the customer  10  receives a follow-up communication, such as a home visit, a telephone call, or an e-mail, to check the status of the problem and to ensure that the household appliance is not experiencing any other problems.  
      Referring again to  FIG. 6 , the customer  30  receives a periodic checkup communication  340  as part of the customer service system  10 . The periodic checkup communication  340  reminds the customer  30  about the customer service system  10  and checks to determine whether there are any problems with the household appliance or whether the customer  30  has any questions related to the household appliance or the customer service system  10 .  
      The customer service system  10  according to the invention is intended to meet and exceed customer expectations and, consequently, instill loyalty to the brand of the household appliance. By having a dedicated customer service representative  32  that can be contacted directly, the customer  30  can associate a name and a face with the customer service system  10  and have confidence that the representative will help with any questions, concerns, or problems. Additionally, because the customer  30  has access to at least a portion of same personal and product information that the representative  32  views, communication between the customer  30  and the representative is effective and efficient. The dedicated website  16  also facilitates effective communication, in addition to providing an excellent source of educational material related to the household appliance. Further, the home visit  20  shows the customer  10  that the brand is committed to customer service and is willing to spend time and resources to make certain that the household appliance is properly installed and operated. These elements and others, such as the certified delivery and installation and the certified service, of the customer service system  10  ensure that the customer  30  is pleased with the purchase of the household appliance throughout the delivery and installation, operation, and service thereof.  
      While the invention has been specifically described in connection with certain specific embodiments thereof, it is to be understood that this is by way of illustration and not of limitation, and the scope of the appended claims should be construed as broadly as the prior art will permit.