VP Business Development EMEAA Stericylce ExpertSOLUTIONS
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Effects of multiple recall providers on the customer experience (Part Two)

27th Jul 2016
VP Business Development EMEAA Stericylce ExpertSOLUTIONS
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If a customer has a disappointing experience during a recall, social media and the ability for messages to go viral could cause immense damage to the brand. Imagine if that customer tells his or her friends about the experience or shares their irritation on social media. It doesn’t take much to create an unnecessary customer service catastrophe.

 

With multiple vendors supporting different aspects of a recall, the execution is not seamless. Ultimately, this lack of cohesiveness lengthens the time it takes to resolve the recall and encourages problems to arise. The disjointed execution directly affected the call centre performance because agents were not well trained on the proper way to handle calls, the call centre was understaffed in the days immediately following the recall notification and the agents provided misinformation.

 

Manufacturers facing such a crisis need proven, reliable solutions, and a recall team that can act immediately. Given the significant impact that a recall can have on brand loyalty, manufacturers should consider leveraging a single source third party provider for recall execution across the global supply chain.

 

This provides a more holistic approach and gives companies the reliability, scalability, and efficiency of a single provider that is equipped to handle every aspect of the product recall lifecycle. Furthermore, it can ensure record keeping and compliance with regulations is streamlined and conducted in a timely manner, helping companies to avoid potential fines and legal action. Experienced recall solution providers take the worry out of recall execution so companies can focus on their core business. Companies can be confident that their adverse event is properly managed through a proprietary, cohesive approach that ensures seamless recall execution, eliminating opportunities for miscommunication and inefficiencies.

 

Other considerations include bilingual call centre staff, proper training so that agents can act as an extension of the brand, a global infrastructure to support supply chain challenges, and a company whose team understand the importance of protecting a brand and turning a potentially negative customer experience into an opportunity to enhance and preserve brand loyalty.

 

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