In packaged foods, such as cleaning products and personal care products, we always find a phone number or email customer service. If ever called and responded to your request, you know how important it is a good after-sales care.
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Jack Smart, Manager of Public Affairs and Communications, Unilever told us about the Consumer Service of one of the companies most valued the relationship with their customers. ---
What is the goal of a Consumer Service?
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is a special unit within the area of \u200b\u200bQuality Assurance was created specifically for this purpose.
Consumers can access through the lines 0800, e-mails and letters, the addresses contained in packs of trademarks or communicating in promotional activities. Unilever is essential to understand the interests of consumers and their rights. As well as market research, the service consumers is another key tool in this regard. This is a hotline, which receives and attend concerns and suggestions from our users, who constitute an important source of understanding. Help on one side to allow customers to make good use of our products and on the other, helps us to understand their motivations, desires and concerns . ----
What are the most common reasons for calls?
As far as food is concerned, the most frequently asked questions are requests for recipes, especially for Knorr, Omo Hellmann'so. It also requests information about products and nutritional information, etc.
For household cleaning products such as Cif, revolve around proper use on certain areas of the home.
In personal care brands, consult on best ways to use on varieties, care for the type of hair or skin.
The service also provides support for the actions promoted by marketing and promotions, sending free samples establishment of the Hotline.
most frequent queries to our line of spots. We received approximately 5000 per month that allow us to help our customers in the recovery of garments through brands such as Skip and Ala.
On average, adding all brands, we are receiving about 450 inquiries per day.
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How do you respond to the requirements different?
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believe that transparency and accurate information is essential to live a fuller life by taking the right decisions. We therefore consider the Customer Service as a key tool in our relationship with consumers. try any queries remain unanswered. At the time a consumer chooses one of our brands and take the trouble to bring a concern, deserves to be treated in the best way and when they cut the phone, know that has a return to brand. The Argentine consumer does not have the habit of reading the instructions when using a product. only doing it in cases where you have questions about their use. Itself is aware of expiration dates, especially in food brands. About 15% of queries are resolved only to recite the information contained on the label.
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