IMPROVEMENT ACTIONS

• » Strategic Implementation of Improvement    Plans
• » Control and Improvement of Care Complaints and    Claims
• » Customer Loyalty Campaigns
• » Improvement of Technical Services, Presales and    After Sales
• » Implementation of Systems of Control and    Supervision of the Customer
• » Motivation of Teams for the Approach to    Customer Service
• » Innovation Workshop for Customer Service    Improvement

Strategic Implementation of Improvement Plans

The customer service is s a strategic element of differentiation from the competition. According to management this can become a factor in making it vulnerable for your company to strengthen or boos sales as effectively as discounts, personal selling. Establishing a strategic improvement in customer service leads to an improvement in the company´s position in the market.

Flint, along with the address of the company establishesstrategic plans for improvement and implement immediate impact on the processes, tools and equipment related to the customer, which include:

• . The review of current procedures and the definition of new ones to standardize and    optimize the customer across the enterprise
• . The establishment and enforcement of quality scores in customer service: the creation and    monitoring of indicators
• . Systematic for the receipt and management consulting and/or claims
• . The adequacy of the tools available to the team of customer service to customer    requirements in order to provide reliable information quickly
• . The integration of departments and teams involved in customer administration, telephone    answering, secretarial, commercial, logistics, shipping.
• . The setting of quantitative and qualitative targets. Planning, evaluation of deviations and    corrective action
• . Training for training and training of all staff who provide customer service
• . The control and monitoring of customers through segmentation and retention policies
• . The policies of motivation
• . The establishment of a protocol of good practices in customer service

The implementation of improvement plans to consolidate customer focus and commitment of each individual company with the correction, listening and customer knowledge to achieve:

• . Adjust the services offered to real customer demand influencing those considered    essential and provide value added to the competition
• . Reduce the waste of labor and improve the productivity of the company
• . Monitor all channels of communication with the customer (on-site, on-line, conventional    mail.) and homogenize the image transmitted
• . Improve the overall customer satisfaction and strengthen their confidence in the company
• . Get a positive working environment, with teams motivated and willing to provide    customer service
• . Customize dealing with the client, offering that they value most as their profile
• . Comply with quality commitments whether or not validated by an official certification such    as ISO