"At the crossroads between the field and the administration, Customer Service is the main point of interaction with the customer after the sales team. After Sales Services lives under constant pressure due to customer problems with quality and technical aspects".

"The most loyal customers are those whose problems were managed and resolved"


Observations usually made:

About Customer Service,

> Difficulties met in the application of price and payment terms conditions. Lack of knowledge about General Terms and Condition of Sale.

> Employees not informed about the Company constraints and in that case, absence of script for replying to the customer. Constraints are usually about products availability, feasibility in requested time. Hence possible tensions with Fabrication Planning department, Production and Purchases.

> Acceptance of orders not conformed to the company requirements, even not confirmed in writing by the customer.

> Delays in orders booking.

Register to read more ...