Support service designed to handle recall queries

By Ahmed ElAmin

- Last updated on GMT

Related tags: Customer service

A UK company has launched a service to help companies handle
customer queries when products are being withdrawn from the market.

Navigator Customer Management (NCM) said the new service, Total Recall, offers support lines to deal with both inbound and outbound customer queries during withdrawals. Rob Denton, NCM's managing director, said the service provides a means for companies to deal with concerned customers without getting swamped. "Customer loyalty is now even harder to capture and retain,"​ he stated. "Businesses need to take every precaution and have to hand the necessary resources to ensure attention to detail in the event of a public enquiry."​ In May 2007, NCM provided the service to Dairy Crest during their recall of two million tubs Clover spread due to mould contamination. Angela Jones, group quality services manager says NCM provided about 20 agents dedicated to the campaign seven days a week at very short notice. At the peak of the recall the agents were handling about four thousand calls a day. The Total Recall service provides trained agents as the first point of contact for managing urgent customer and support staff questions, tracking enquiries, speaking to the press and handling feedback from web announcements. The service creates a telephone hotline to capture, manage and qualify enquiries. Agents also compile a database with the information. The service is a subscription service, designed to fit around the individual needs of the company and the extent of the product recall, a NCM spokesperson stated. "The obvious benefits for the manufacturer is the peace of mind that their customers are being shown due care and attention, the maintenance and professionalism of their brand value and the necessary attention to detail in the event of public enquiry,"​ NCM stated.

Related topics: Food Safety & Quality

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