Solutions For Customer Complaints About Offshoring And Outsourcing Services Harvard Case Solution & Analysis

In order to provide high quality services at lower prices, global firms moved their customer service functions into the sea. Despite the obvious benefits of offshoring of services, clients are generally opposed to the practice, based on concerns about private / personal information being sent abroad. In addition, the performance of services exchanges with foreign suppliers can be challenging, because perceived communication difficulties and cultural differences. The purpose of this article is to provide managers of firms that offshore services clearer understanding of the needs of consumers and provide guidance to alleviate these problems. In particular, it offers suggestions on how to (1) minimize the communication and cultural misunderstandings between clients and service providers, (2) to assure customers that the personal / private information is secure, and (3) a restructuring of the service, to facilitate customer dissatisfaction. If such problems the client has successfully identified and removed, companies can not benefit from the prosecution service offshoring strategy. "Hide
by Earl D. Honeycutt, Jr., Vincent Magnini, Shawn Thelen Source: Business Horizons 10 pages. Publication Date: January 15, 2012. Prod. #: BH460-PDF-ENG

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