Department responsible for what happens at the “back” of sales, in other words the complex process of after sales and making sure everything goes as it should. The speedy input of contracts, their verification and filling in any missing information guarentees that the customer receives the ordered product quickly. Effective dealing with complaints, returns and waivers, affects how the company is perceived by the consumer. The way in which back office actions are undertaken depends to a large extent on the preferences of our clients. Missing information in contracts can be checked by telephone. Complaints procedures, where it is necessary to exchange longer messages, can be undertaken by email. Then in the next stage of solving the issue we can inform the client with a text message. Although in the service process, the work of the back office employees is less obvious for the client than the direct contact with the salesman, it is not possible to neglect it as it affects the level of customer satisfaction with the brand.