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In my customer service training classes, I always ask students what customer service issues the company they work for faces. Most students will bring up at least one issue caused by a third party. Students seem to have a hard time understanding that even if the problem is caused by a third party the company still needs to deal with it, not adopt the "it's not our problem" attitude.
Remind your3rd party of his responsibility and point out the details of your contract. Lets hope it was a good contract from the start. Work with them to fix the problem before you start looking elsewhere for support
I call for a meeting for us, the customer, and the other parties to identify the problem and it's resolution to the customer's benefit. This approach worked for me so far. I see it a s win all proposotion all of us vendors have a vested interest in the customer's success.
set some conditions related to costumers servise orginize to deal with him .
set clear process with services provider and dfine punch mark for Quality and quantity .
Every cpompany is having a service provider which is directly or indirectly dealing with customer in the front end or back end. The third party issue will also affect the customer service. If the issue is due to the thirdparty we cannot tell the customer that it is because of the thirdparty service provider. We have to admit it as our mistake and take action to make the service done with customer. Admit the issue and solve the issue with a better offer to the customer.