Valuing the employees who make customer relations is the goal of the “24h de la relation client” contest which took place on 9 October. During this event organized by the l’Association Française de la Relation Client (“AFRC”, French Association for Customer Relations), the Best Team Contest, of which BlueLink was a partner, underlined the empathic and non-conformist approach of the American Express Customer Care Relationship’s team.
“Customer Relations is a collective business, calling on collective intelligence”, says Tanguy de Laubier, Chairman and C.E.O of BlueLink. “Choosing the best team was difficult, as we were submitted very well prepared files. The American Express Customer Care Relationship’s team met all of our 4 criteria: team’s self-reliance, empathy, respect and non-conformism. It put human interaction at the core of its customer relations, as it did away with scripted responses and ceased to impose average handling time on call handling. And the results are plain to see: the RTF (“Recommend to a Friend”) has increased by 50%”.
This award ceremony ended with a conference about the place of the relationship and customer advisors in companies. After Carglass, GDF Suez Dolce Vita and Randstad – which presented the findings of its 8th edition of its customer relationship social barometer – Sylvie Ramaroson, Director of Innovation and Marketing, shared BlueLink’s vision: “the customer advisor plays a full role in the relational intelligence, without which there is no excellence in customer relations. The profession of customer advisor is dramatically changing, it is evolving towards a relationship based on attention, reassurance and emotion – all that makes the value of a “human-to-human” relationship, sought after by customers when they decide to make business with a Brand… and managers are the key factors to this evolution. “
Sylvie Ramaroson will expand on the subject of excellence in customer relations on 9 December at the « Cercle du CRM ». For more information, click here