To Have Independent Audit Done Of Their Customer Service Team

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Getting an outside perspective will help the company identify and fix customer service problems.

The move is in response to some customer service problems the company experienced in December and January. announced today that starting the first week in February, they will have an outside auditing firm monitor their customer service in order to find ways to achieve excellence.

“It's hard to get a good feel for where you are doing well and where you are falling short in terms of customer service when you are a part of the company,” said spokesman Josh Fraser. “Having someone from the outside who has no preconceived notions will allow us to get a more honest look at what we are doing and where we could be doing better.”

The move is in response to some customer service problems the company experienced in December and January because of a glitch in their customer service software, the company said.

“We have installed new software and fixed the problems that we were made aware of,” Fraser said. “But of course, we worry that there are still problems that we have not stumbled upon yet. We want to make sure that we are doing the best job we can for our customers.”

The audit firm will also be evaluating the new software system to make sure that it does not introduce new problems.

“The last thing we need is for new glitches to pop up and end up right back where we started,” Fraser said. “We got burned once and don't want that to happen again. Independent verification that the software is doing what it should be is of paramount importance.”

The auditing firm will monitor call length, customer satisfaction levels, the tactics used by customer service representatives, and recurring problems.

“If they find an issue we'll fix it as soon as we can,” Fraser said.


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