Hi. Do you have a standard operating procedure for your customer service? How do you handle customer complaints? We're thinking about outsourcing and let an agency handle inquiries and complaints. Would this be beneficial for a business or it would be just a waste of money?
No one likes dealing with difficult customers, having outbound & inbound customer service should be an integral part of any company. I think outsourcing is a great idea redstone
“We're thinking about outsourcing and let an agency handle inquiries and complaints. ”
IMHO bad idea! If you are talking about outsourcing lead generation, managing social media or maybe reputation management then it can be a good idea. But you get what you pay for and make sure they are working to your style and tone otherwise it would be disastrous. But to outsource all customer service and complaints is a really scary prospect. Customer service makes or breaks a business, so why would delegate this to a third party? Most of customer service is as it says on the tin. Be polite, courteous, professional and use common sense. But if you are creating a policy for consumer disputes then the best place to start is the Consumer Rights Act 2015. Trading Standards has this documented with downloadable PDFs here: The Consumer Rights Act 2015 If outsourcing, make sure they fully understand the implications and any complaints procedure is robust and covers the consumer rights act. |
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