Customer Care is our first and best gateway to the outside world:
Nominated for the Media e-Line award 2006 on the VENUS trade fair for our online shop
Assignment and ordering center
Our order- and assignment processing is based on a highly optimized workflow and it's availability. Every order is proficiently and personally taken by our friendly and multilingual clerks.
Grievance and customer complaint management
It is our ambition not only to receive complaints but to keep track of them. In case of a problem or a complaint we attend to our customers with flair. Our highly trained employees friendly and insightfully investigate the source of resentment. Through quick elimination of problems and our accommodating solutions we have developed an important instrument for customer retention. An efficient handling and tracking of our service cases is only possible by means of highly productive interaction of men and machine. While the human takes on the problem on an interpersonal level, every occurance has to be administrated by placing a tracking number, the so called Trouble-Ticket, and every work step must be recorded until the problem is solved.
Product-, information and consultation hotline
Through our special hotline the buying pattern (conversion) of our customers is being optimized.
Our support team answers all questions concerning a product and provides advice for the customer
in the usage of these or on any technical problems the customer might encounter.
We handle e-mail requests of our customers with the highest priority and as fast as possible. If necessary we forward them to the adequate department. This way we create transparency for our customers as well as high customer satisfaction.