In order to provide the maximum quality services at lower prices, global firms have shifted their customer service functions offshore. Even with the obvious advantages of offshoring services, customers tend to object to the practice based on concerns about private/personal info being sent abroad. Additionally, performing service exchanges with foreign providers can be challenging as a result of perceived communication issues and ethnic differences. The goal of the post is really to offer managers of businesses that offshore services a clearer comprehension of consumer concerns for easing these concerns and supply guidance.
Unless such customer concerns are identified and addressed, firms may not achieve anything from pursuing a services offshoring strategy.
Solutions For Customer Complaints About Offshoring And Outsourcing Services case study solution
PUBLICATION DATE: January 15, 2012 PRODUCT #: BH460-HCB-ENG
This is just an excerpt. This case is about SALES & MARKETING
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