Project Experience

Customer Service Standards

Client Situation
Our client, an international, full-line service provider, had received complains from customers about drops in its service levels after a company wide layoff. Therefore, the client wanted to understand how it compared to five key global competitors in terms of customer service for its enterprise clients to insure that it still remained at parity.

Fuld Approach
By speaking with customers, salespeople, customer service representatives, and marketing managers, Fuld & Company was able to map out the escalation procedure as well as each company's customer service philosophy.

Benefits and Implications
With the insight that several competitors maintained their service levels at continued high levels, our client reviewed its own organization and approach to insure continued competitiveness. For more information on customer service standards, please contactMark Chodnowsky at mchodnowsky@fuld.com