Customer service: made to measure (outsourcing customer services management at TM Lewin Shirts)

Article Type: Abstracts From: Strategic Direction, Volume 24, Issue 11

Forte D. Quality World, March 2008, Vol. 34 No. 3, Start page: 28, No of pages: 4

Purpose – To consider customer service system outsourcing. Design/methodology/approach – Observes UK service excellence is improving(UKCSI increased), but states limited internal resources can impact negatively in several ways. Highlights advantages of outsourcing customer services management (CSM) to provide extended customer care by the case of TM Lewin, a high-quality shirt manufacturer. Findings – Emphasizes the importance of human contact by stating that of 2,500 companies surveyed, 96% would consider changing a supplier if it was easier to contact a customer service representative when needed – and that 86% of UK consumers disliked answer-phones – many reporting difficulties in finding the telephone number in the first place. Recounts: why TM Lewin decided to outsource customer care to Conservo; contractor training undertaken; linking to Lewin’s CSM system; and, advantages resulting from customers having access to a person from 8 a.m. – 8 p.m. daily and five hours on Sundays. Practical implications– Lists seven points to consider if investigating outsourcing. Originality/value – Outlines advantages of outsourcing customer services management by the case of TM Lewin, a high-quality shirt manufacturer ISSN:1352-8769 Reference: 37AK084

Keywords: Benefits, Conservo, Customer Satisfaction,Managerial strategy, Outsourcing, TM Lewin