All automated systems should provide a number for consumers to contact the company for special problems, e.g., problems completing repairs or installing parts. CPSC staff must approve all scripts before the recall is announced. Again, at its beginning, the message should reinforce the need for listeners to act, particularly if the message is lengthy. Most consumers who hear about a recall by radio, television, or word of mouth will not remember all the information they hear initially. Live operators or taped messages should begin by identifying the company and product, and explaining the reason for the recall.
Whether an automated system or live operators are used to answer calls, companies should prepare scripts and instructions for responding to questions. Office of Equal Employment Opportunity and Minority EnterpriseĪ company conducting a recall must provide a toll-free telephone number (800/888/877/866) for consumers to respond to the recall announcement.
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