Fiducia TogetherCustomer service
How you handle people after they have bought. Cheaper than acquisition and usually thinner.
Please note: This page explains what a term means. It is general information, not legal, financial, tax or investment advice, and it does not know anything about your business. Before you sign, file or commit to anything, check it with an accountant, a solicitor, or the official guidance we link to.
What it means
Customer service covers responding to questions, handling problems, and managing complaints and returns.
Why it matters
Recovery matters more than perfection: a problem handled well produces more loyalty than no problem at all, and one handled badly produces a public review.
What it looks like in practice
Set a response time and meet it. Give front-line staff authority to resolve small things without asking, which is usually cheaper than the escalation.\n\nHave a complaints procedure and follow it.
What to watch out for
Treating a complaint as a threat. Most complainants want acknowledgement and a fix, and the ones who escalate usually do so because they were not heard.
Where to get proper advice
Your own response times, measured. The Ombudsman scheme for your sector if there is one.
Where to read more
Last reviewed 2026-08-28 by Fiducia Together · Next review due 2027-08-28
Please note: This page explains what a term means. It is general information, not legal, financial, tax or investment advice, and it does not know anything about your business. Before you sign, file or commit to anything, check it with an accountant, a solicitor, or the official guidance we link to.