Customer Care & Group Legal go hand in hand

Customer Care colleagues visiting Dunkirk after an in-depth tour of the terminal from Delphine Blanquart, Terminal Operation Manager. From left: Nancy Cuggy, Sue Elliott, Russell Challenor, Danissa van Zandijk, Joni Wilkins, Louisa El Bachiri, Vicky Wiltshire, Lenka Frycova, Steve Garner, Delphine Blanquart & Jurga Repsyte

Our colleagues reviewing and discussing recurrent issues from the DFDS guest and offering solutions to reduce customer contact.

Our guests expect a top class service when travelling with us and on the rare occasion that we fall short we expect our customers to bring this to our attention on board or at our terminals. Sadly this doesn’t always happen and customers contact our care team in their local market instead. To ensure our Customer Care Advisors are able to respond with confidence, a three-day workshop was recently delivered by our team in Dover for colleagues from Newcastle, Dieppe, Hamburg and Ijmuiden.

The group looked at recurrent customer service issues and discussed plans for future improvements designed to reduce this sort of contact into our booking offices, along with sharing best practice. Johanna Wickenberg Linneballe and Jurga Repsyte from Group Legal provided an update about the new passenger claims handing process, and the team enjoyed an educational trip to experience all three channel ports and both the D-Class and C-Class vessels.

Steve Garner Customer Experience Manager said: “Only around 0.4% of guests who travel with us get in touch with us about their experience. We’ve also seen a 30% decrease in customer complaints compared to 2016, which is something we can all be proud of as it couldn’t be done without the dedication, commitment and hard work of all staff on-board and ashore. I’d also like to thank Jesper Christensen, Operations Director, Andy Watkins, OBS Business Development Manager, and Therese Boullot, Head of On-board Services from CALAIS SEAWAYS, for being our guest speakers at the workshop and our Customer Care & Legal representatives for their participation in making the workshop a success. We’ve now created a super new community for our colleagues in Customer Care so we can provide help and support to one another.”

 

 

October 30, 2017