THE CUSTOMER SERVICE DEPARTMENT:
VOH’S SWISS ARMY KNIFE
December 1, 2021
EFFICENTLY HANDLY THE RETURNS PROCESS
In addition, when a product is returned, Cristina may contact the customer to obtain useful information about the reasons for the return and she will follow up the administrative aspects of the intervention in the ERP (Enterprise Resource Planning). If necessary, she assigns the various tasks to the customer support technicians: Vincent Nardella (technical manager of Customer Service and Assembly), Raphael Emery and Lionel Leblois (Assembly and Customer Service technicians). Depending on the workload of each, one of them analyzes the device and identifies the defect reported by its owner. Then, in a very traditional way, Cristina draws up and sends the estimate to the customer.
The challenge for the back-office employee is to plan and integrate the repairs into the classic production cycle. “For example, if the department is in a production cycle for forcemeters, we can integrate repairs for this range of devices. In fact, all the necessary tools are already out and ready,” she says. In addition, with experience, the Customer Service Department also has a strategic stock of recurring parts to reduce response times.
AN EXPANDED MISSION
In the opinion of the entire team, thanks to the collaboration between the two departments, reinforced by the close proximity at VOH’s premises, the customer service employees acquire complementary skills that allow them greater autonomy when it comes to on-site interventions.
However, to reduce the missions of the Customer Service department to troubleshooting and maintenance would not do justice to the range of services offered by this department. In fact, Cristina Quiroga manages the schedule of technicians in order to send them to customers to carry out preventive maintenance or for training in the use of products and their maintenance.
Cristina Quiroga comes back to customer satisfaction: “In the act of ordering, the buyer is often not the user. That’s why we systematically offer a complete installation and demonstration of the device delivered. This creates a link, reassures the operator and answers any questions the VOH technician may have. Generally, contact is resumed with the user after two weeks to ensure that no questions remain unanswered.
A CUSTOMER-ORIENTED CORPORATE VALUE
Over the years, the Customer Service team has placed communication with customers at the top of the VOH value scale. “No matter how long a product is down, the most important thing is that the customer is regularly informed and that a solution is put in place if the period is too long,” explains Lionel Leblois. Cristina Quiroga confirms this statement, reminding us that in the event of a long wait, Customer Service has a range of products available for loan or rental. She adds: “Everything is organized to improve the efficiency of our services and to keep our customers as happy as possible.”