Customer Care Centre: a real driver for satisfying our customers
Dedicated and available, the Customer Care Centre (CCC) is at the heart of customer satisfaction. Providing a single point of contact for all customer pre and post-sales and order-processing enquiries, the Customer Care Centre develops close relationships with customers. Not only in supporting reactive role, but also proactively – giving you information before you even ask – on delayed delivery, for instance.
Customers reach out to us on various subjects and the analysis of these queries allows us to detect and avoid recurrent questions as well as to identify areas for improvement.
How is your Customer Care Centre organized?
- Level 1: Generalist and Technical Support
- Level 2: Technical Service Centres at the regional level (10 regions)
- Level 3 : Global product department (located centrally in France)
Communication of the resolution via the local and regional centres, plus a strong management of knowledge and dedicated training programs allow the first levels of support to be self-sufficient… and impact very directly the satisfaction of customers by delivering most of the answers in less than 24 hours.
Constant Performance Improvement
The whole Customer Care team is committed to continuously measure its performance through specific metrics, included in our company score card :
Having successfully met the 2007 targets for those metrics globally, and because customer satisfaction is a never ending challenge, we now focus on resolution in the first customer call!
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