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