Sensitivity and technology

France, immediate on-site help
Forbach, 7:00: Nathalie receives her first call. The caller owns an apartment: His boiler is not working. Nathalie is alert at her desk, while her computer system seeks the customer and displays the relevant device details. She makes an initial assessment of the damage by phone. Then she ensures that a heating specialist is sent to the customer as soon as possible. The damage can be repaired the same day.

But that is not the end of the job for Nathalie: She makes sure the heating will work in the future by arranging a maintenance appointment with the customer during the summer months.

Nathalie turns callers into satisfied customers with her speed and exceptional service-mindedness.

Spain, support from behind the scenes
A customer wants to increase the speed of his Internet access and has signed a contract with his new provider. The company forwards the contract to the Bosch Communication Center in Vigo, where Eduardo checks the entered data: The expert knows the performance and availability of every single product and has an overview of all of the provider's current prices. So if he notices an inconsistency, Eduardo can immediately sort it out with the customer or a member of the provider's sales staff.

Eduardo enters the order into the system and makes sure the new connection is set up quickly. He also checks that the data for future invoices are correctly entered.

The customer is pleased he can surf so much more easily in such a short time. But Eduardo is also available to the provider's customer hotline or accounts staff: If they have any questions, he immediately gathers the required information.

Eduardo's competence, swift action and pleasure in working together with other people is his recipe for success in creating smooth processes and loyal customers.

From person to person

The Netherlands, questions of technology
Nimwegen. A customer is frustrated: He cannot install his technical device and calls the Technical Hotline for help. Pieter knows the product very well. In addition to his technical expertise and regular training, he can refer to extensive knowledge documentation to answer the question quickly. One look at the Support Site shows him all the technical data and views of the device, installation instructions, diagrams and solution possibilities. Step by step, Pieter explains the installation to the caller – until it is successfully completed.

In over 90 % of cases, Pieter can solve such callers' problems on the phone using the support of the knowledge bases. Today is no exception: Within a short time, the customer is able to install the device with the help of Pieter's suggestions. The client need not go to a service store. He is pleased to receive such competent and supportive help.

Technical expertise and the enthusiasm to explain complex problems in a simple, comprehensible way: In the name of the manufacturer, Pieter convinces his callers of the high customer service quality.

Well supervised from the outset

Nathalie, Eduardo, Jana, Pieter and Catherine are five of more than 1,000 experts at the Bosch Communication Center. They have exceptional knowledge of their fields, enjoy helping others and have the communicative skills to address customers in a friendly and solution-oriented way regardless of the situation. They are supported by state - of -  the - art technology, knowledge bases, customer information systems, email management systems and service disposition systems.

In the name of their contractors, they ensure that potential and actual customers become satisfied customers – throughout Europe.

Service and advice

Germany, ideally insured
Magdeburg. Jana, the specialist for car insurance, is in the middle of a consultation. She has a customer on the phone who is interested in changing his car insurance. Jana has already asked the caller for all the relevant data and filtered out three possible insurance alternatives. Now she calculates the premiums and explains the advantages of the different insurance alternatives. If required, she sends the customer the insurance premium data and additional information by email or post.

Jana uses her expert knowledge of  insurance and her enjoyment in advising customers to help potential customers find the right insurance for their vehicles.

England, information around the clock
Liverpool. Catherine is the expert for high quality household appliances. She knows her products like the back of her hand and is aware of both their advantages and disadvantages.

Catherine is advising a caller: She is not sure whether the new series of automatic waste bins is what she really wants. Catherine explains the differences between and advantages of the individual models.

At the same time, she records the customer data in her database and sends the potential customer the required information on the new series of products by email.

Catherine and her team have exact knowledge of their products and are therefore completely committed. They personally ensure that callers can expect a high standard of service.