MDF’s customer service extends well beyond servicing our
clients. We also provide customer
service to the customers of our Customer.
MDF does this through telephone calls, e-mails, website communications,
regular mail, and telemarketing support. This is most common in the consumer
fulfillment business, where purchases are made and money changes hands. Some examples:
·
Order Issues
§
Cancellations and changes to existing order
§
Having problems placing order or made a mistake in
placing order
o
MDF modifies or cancels the order
·
Payment issues
§ Credit
cards denied; checks returned from the bank
o
MDF calls the customer and gets another form of payment
§
Refunds and Adjustments
o
MDF issues credit after researching a customer’s
request
·
Shipping issues
§ The
material has not arrived yet
o
We check the order for the correct address, and
tracking information (if relevant)
§ The
material arrived damaged
o
MDF intercedes with shipper for credit
o
MDF issues another order
·
Product issues
§ The
color is not right; it doesn’t fit; it doesn’t look like the picture in the
catalog
o MDF
directs a customer to return the item for either a credit, another item, or a
future purchase
·
Inventory issues
§
Product is backordered or no longer available
o
Information is passed on to the consumer and alternate
items or actions are suggested
·
Returns processing
§
Product returned for any number of reasons
o
MDF inspects return for sign of usage or damage
o
Issues refund or adjustment
o
Puts undamaged product back into inventory or
o
Sends damaged product for our Client’s inspection
§
May need to ship out another product
·
Call Center Support
§
MDF answers questions from the Call Center about
scripting, product information, inventory questions
·
Web Support
§
Answers e-mails from customers about product,
inventory, or company
·
Feedback to our Customer
§
Various issues and how they were resolved
§
Special attention paid to any patterns that emerge
