GIVI Magazine - November de 2010 - EN

26 Customer Care Office Italy by Annalia Martinelli At your service! Let’s discover the face behind the voices of the service that all GIVI clients highly appreciate. Antonietta Binetti and Gianluigi Cristiano, have a rare passion in common: listening. “Good morning, this is GIVI, Antonella speaking” . At 9.30 in the morning, the telephone of Antonietta Binetti, in charge of the Italian Customer Care office, is already red hot. So is the telephone of Gigi, Gianluigi Cristiano, sittin g on t he other side of the desk, as it rings incessantly. The task of the duo is to resolve the problems of each dea- ler and numerous Givi customers, on the Italian territory, who want a “human” reply: regarding the new features of a product, the operation of a mechanism, or regarding orders. Then there are those who prefer to use the website and send an e-mail request. Last but not least, they are in charge of “order entry” in the order management system. Stressed out? “No! On the contrary!” they exclaim. “We are the one-to-one contact of the company with the outside world and our grea- test satisfaction is managing to give everyone an answer, to transmit trust. For us it’s a mission and a passion, as well as being a job. Each request must be answered. We don’t make a distinction between ‘big and small’ clients. One order per year is just as important as a thousand. Everyone must perceive GIVI as a company close to home”. We are at the company headquarters, in Flero near Brescia. Their desks are situated in the ample open space on the first floor. He is beefy, she is blonde. He is married with a young dau- ghter, she is the ‘acquired’ auntie of the child, “because after having worked together for so many years – they happily de- clare – we and our families have become friends. During the workday we help each other, so then it’s natural that we want to see each outside work. This also helps us to understand each other at work”. At last year’s company meeting, the GIVI customers dedicated the longest applause to them. At the memory, they smile, slightly embarrassed. “We are gra- teful – they comment – but for us it’s normal to listen to people, and make sure no-one is unhappy.” In fact, in marketing-speak, their job is called ‘customer sati- sfaction’. Companies often invest heavily in this service, but it is clear that personal motivation cannot be learned. It’s an inbred art. What do the dealers ask? “The subjects vary over a 360 degree range, from information about an article, to its stock availability, up to shipping and de- livery. The technical characteristics of the product are provided by us or the technical office, if they ask them. In turn, we need the assistance of the other GIVI offices, for those matters that we don’t know. And inside the company, we have a great rela- tionship with everybody. Or sometimes, if necessary we direct the dealer or the customer to the website, where the catalogue and the dealer map are available”. How long have you been working for GIVI? “She has been working here for 15 years – replies Gigi – and me 10. My professional career began in GIVI, in this very office. I learnt everything from Antonietta”. Can you troubleshoot all problems in one day? “They compile a “template” on the website and then in high season when everyone gets their bike out and we sell more, we reply within maximum two days. The time necessary to re- trieve information from other offices, or to call the local agent or dealer, if necessary. In other quieter seasons, we reply the same day”. How is ‘order entry’ carried out? “We receive orders through three different channels on the in-