Do your customer service procedures measure up?
It may seem irrelevant or unnecessarily protective, but you would be surprised how easily a claim can be made due to poor customer service practices. Or worse, claims of quality customer service being essentially derailed because of insufficiently trained staff, improper risk management procedures or no contingencies in place that could easily avoid these situations.
Here are a few helpful ideas:
- Formal customer complaint resolution procedures is by far one of the most significant ways to protect your company from claims under professional liability insurance.
- Have a customer notification plan in place in the event of you discontinue a service or support.
- Customer or service support information should include your company’s email, website, customer site visitation address, fax, in-house repairs and toll free and after-hours numbers.
- 24/7 availability for emergencies.
- Have a formal plan to inform and address all customers of any bugs, anomalies, problems, etc. discovered in your services.
- Have a formal product recall plan in place for defective products.
