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ZIM MAGAZINE
During the last months, we have lunched a global process
of Customer Service Transformation.
The goal of this move is applying a unified Customer Service
structure across the world and building a standardized
platform for improvement. This part includes defining tools
and processes and aligning with sales structure.
Another goal is to identify opportunities for customer service
optimization by analyzing processes and making them more
efficient, by improving to interfaces between the departments
and by creating clear customers segmentation.
USA was the first branch which went through customer service
transformation. A new structure is in implementation stages.
Measur ing Customers’ Sat isfact ion –
The SIM Survey
Customer Service
transformat ion
Another branch which is going through the service
transformation is Hong Kong branch. The Hong Kong branch
is in implementation stage these days.
More branches will go through Customer Service
Transformation during 2015.
We believe that the Customer Service Transformation will
improve the service provided to our customers and that it is
another milestone in the way to become a more customer
oriented company.
We previously assessed our customers’ satisfaction by carrying
out a global survey once a year. Now we are evaluating service
at specific branches continuously, using a methodology
called SIM Survey.
The SIM Survey is a tool for branch managers and service
manager, enabling them to examine the service we provide
from the customers’ point of view.
Since June 2014, we have been distributing a new survey
questionnaire to our customers, asking them about their
level of satisfaction with the service the branch provides
in terms of availability, professionalism, documentation,
personal reactions, and so on.
The SIM Survey has now been distributed in the USA, China,
India and Brazil. More branches will begin the SIM process
during 2015.
The parameters that stand out with the highest grades are:
professional sales personnel, accurate invoicing, personal
relationships and timely booking confirmations. China was
the branch that achieved the highest grades overall.
The SIM Survey is another tool we give our branches to help
them better understand customers' needs and improve the
service they provide.
Global Customer Service, Customer Relations Directorate
