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Consumer Direct Services (CDS)

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Introducing Consumer Direct Services

Delivering excellence in customer service is at the very centre of what we do. CDS offers a UK contact call centre to handle your customer’s every needs, from general enquiries to taking orders, dealing with returns, chasing stock, dealing with delivery enquiries, complaints and their resolutions.

We also offer full account management service to completely tailor a package to suit you and your customer’s needs. This package can cover customer communication by post, phone or email.

We have a dedicated team that provide professional and reliable customer service. We are fully experienced in dealing with all types of customers, from customers who solely sell on 3rd party platforms such as eBay and Amazon, to customers who have their own website/eCommerce platform.

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Your Customers, Handled Your Way

Gardners CDS are experts at handling your customers the way you wish to handle them on both the phone and over email. Using your corporate tone of voice, and always answering using your company name. Whether you are using your own website, market places, a 3rd party like Shopify or Gardners own white label solution Storefront, the CDS team can handle your calls swiftly and efficently. We offer excellent call monitoring to provide quality on every call or email.

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SLA's (Service Level Agreements)

As a Minimum we offer the following response standard:
• Answering emails within 24 hours
• Answering phone calls within 30 seconds
• Abandoned call rate no more than 5%
• Process returns within 24 hours of receiving them
• Dealing with postal enquiries within 48 hours of receiving the customer letters
If you would like us to deal with any of the above in different time frames, we are always happy to
discuss and adapt to your needs.

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