Managing warranty conversations shouldn’t feel like walking through a minefield, but too often, the wrong wording creates confusion, frustration, or unrealistic customer expectations. Many warranty disputes don’t start with the repair itself, they start with how the conversation was handled.
In this webinar presented by Warranty Consulting Services, we break down how customer-facing teams can confidently explain warranty coverage, manage expectations, and use clear, consistent language when speaking with customers.
You’ll learn how to communicate warranty policies clearly and professionally while maintaining trust and empathy with customers. From explaining coverage limitations to handling difficult questions, this session will provide practical guidance your team can apply immediately.
Through real-world examples and scenarios, you will learn:
- Fundamentals of warranties, including product warranty vs. service warranty vs. extended coverage, plus common misconceptions
- Do’s and don’ts of warranty language, including what to say to build trust and what phrases to avoid
- How to set expectations clearly when explaining coverage, timelines, and next steps
- Techniques for handling tough customer questions and scenarios with clear, empathetic responses
- A simple step-by-step approach to guide warranty conversations and document interactions effectively
Whether you work in sales, service or support, this webinar will help you strengthen customer relationships, reduce tension in warranty conversations and communicate with greater confidence and clarity.
This digital demo is brought to you by Farm Equipment and Warranty Consulting Services.
For any questions about this webinar, please email Kim Schmidt at Farm Equipment.
About the Speakers
Devon McGwin- Development and Compliance Director, Warranty Consulting Services
Devon McGwin is the Director of Development & Compliance for Warranty Consulting Services, LLC. With more than a decade of experience in the heavy equipment warranty industry, Devon specializes in warranty data analytics, dealer warranty training, dealer development, and ensuring audit compliance with warranty processes. He previously worked at Volvo Construction Equipment as the lead Warranty Analyst for the North America Market. He focused on global warranty audits, dealer warranty development training, and regional warranty enhancements.
