Case study

International Hotline for the Cosmetics Industry

Handling complaints and consumer inquiries from Poland, Lithuania, Latvia, and Estonia for brands of one of the leading companies in the cosmetics sector.

What challenges did we face?

* Managing calls, emails, and contact forms for both brands.
* Handling complaints and inquiries in Polish and English.
* Forwarding requests to the appropriate client departments and preventing potential crisis situations.
* Shipping products to customers as compensation.

What we did:

Preparation

01
We created a dedicated project team, emphasizing soft skills and in-depth knowledge of cosmetic products.
02
We prepared comprehensive training materials.

Implementation

We conducted training for consultants on complaint handling, including reporting of adverse reactions.

We ensured storage and shipment of products.

Execution

We managed calls, emails, and contact forms, responding to inquiries and resolving customer issues.

We delivered services in Polish and English.

We handled the entire complaint process, including product dispatch as compensation.

Results

Our work for the client’s brands contributed to increased customer satisfaction and prevented potential reputational crises.

Case study

International Hotline for the Cosmetics Industry

What challenges did we face?

What we did:

Preparation

Implementation

Execution

Results

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