Ten good reasons to choose Fenice
1 | Our service engineers: only the best can serve the best
Being a Fenice Care System service engineer is not simple and is not for everybody: the customer service of the major furniture chains should be managed by the greatest professionalism in the industry.
The network repair of Fenice Care System was selected with strict criteria to ensure that the quality of service provided is at a top national level.
We ask our repairers, in addition to priority, to possess the following requirements:
- Excellent capability to fix any problem, without exception, with a minimum of 10 years of experience as upholsterer
- Willingness to work at the consumer’s home
- Willingness to maintain a spare parts warehouse to speed up common operations and minimize transport costs
- Capable of moving furniture to the lab
- Willingness to work with PC and broadband connection to Internet
- Willingness to successfully compile the required documentation
- Strict adhesion to the moral and ethical code of conduct of Fenice Care System, willingness to be part of a group whose sole purpose is customer satisfaction, whatever that requires.
- Presentation and vans of high professional level
- Willingness to be paid according to the quality and speed of service.
The composition of the team is constantly evolving because the low performing engineers are quickly being replaced and the ones covering too large areas are immediately joined by new colleagues.
2 | Constant training
We have selected the best upholsterers, it’s our duty to keep ‘em unbeatable!
Every six months we meet for an update and share experiences, problems and needs.
Teachers offer their professional expertise to help engineers to better understand the needs of customers while our technicians, always in touch with manufacturers, stores and the Fenice Research Centre, keep the network updated on the most common problems, new techniques and technologies available.
Participation in meetings of technical training is free and compulsory.
3 | The most innovative technologies to serve our customers
We have a computer infrastructure at the highest level of technology and top IT experts to maintain a network management system that allows us to work with maximum efficiency.
The communication takes place via a dedicated internet portal, on which any event is recorded, telephone contacts, visits of technicians (including visit reports and photos), administrative management.
Customers are offered a web page to follow in real time the progress of their case.
Stores are also constantly updated through the portal.
Producers have access to a technical report with photos of advanced reporting and statistics on the incidence of defects for each model, can monitor the response time in each zone with real time data and make sure that the service provided to their clients is in accordance with their expectations.
And in addition: the power of web services allows us to interface our systems with those of manufacturers in order to obtain a powerful tool to act with the utmost efficiency and show the customer incredible professionalism.
When a customer tells us his name, we already know everything about him, what he bought, if it is covered by the warranty or not, where to find him. The impact of being immediately recognized as important is very powerful on a customer.
A team of professionals continues to work on our systems, because the technology is constantly changing and there is always room to grow.
4 | Simple and easy billing
Every month our computer system issues a single invoice containing the details of any action taken at national level.
Each service charge contains a reference code that can be used at any time to view in the portal all the details of contacts with the client (including photos) and any other useful information to understand the work done.
5 | The parts center
Technical experts evaluate all requests for spare parts before passing them on to manufacturers.
The status of each order can be monitored in real time by manufacturers, repairers and customers. An automated system monitors the time of fulfillment, and in case of delays sends the necessary reminders and a letter of apology to the waiting customer.
6 | More speed in the responses
A customer who has made an investment for a new sofa deserves an efficient and very fast service.
Therefore we contact the customer within two working days of the problem notification, trying if possible to solve the problem in the customer’s home, so that within a few minutes the problem can be considered resolved.
If the sofa has to be brought to the laboratory for a more complex work, we are still committed to finish the job in record time. Our repairers have fixed time limits for each action, and our information systems carefully controls the timing. If the deadlines are not met, the service technician are fined and are replaced in case of relapse.
7 | Technical and legal assistance
We do everything we can to keep customers happy, knowing that they are the most important asset of any company.
But sometimes, despite all efforts, some situations may require legal assistance.
The precise documentation of each case allows us to deal with any difficult situation with the knowledge and ability to demonstrate that we have done everything required by law and good will.
8 | Quality Control
We have a unique quality standard, uncompromising excellence.
We do not accept any repair service that is not perfect and carried out with the full knowledge that the problem is permanently solved. We control all the operation times and inspect the final report.
We have a person dedicated to monitoring customer satisfaction, who devotes his working life talking on the phone with them. At the conclusion of the service work, we listen to opinions about how we behaved and receive valuable advice on how to continuously improve the service. Interviews are performed with the stores to check the level of satisfaction and ensure that the communication channels are open to immediately receive any complaint.
9 | Accurate statistics
Our information system is able to classify all actions taken and to provide manufacturers with the incidence of defects of the individual parts, divided by model and region.
Once you have identified common problems, you can get down to details, displaying the relative photos.
A valuable tool for continuous improvement in manufacturing quality.
10 | Proud of your reputation
We pamper your customers. Our team makes the satisfaction of your customers the reason to exist.
Being alert is our daily bread, not a pain in the middle of a thousand other things to be done.
Our professionalism is measured by how well we resolve the issues, how well we satisfy the customer and this is our only concern.
The certainty of making your customers happy is what gives us the enthusiasm and determination with which we go to work every morning.
In our call center your customers will find people open to listen and understand: no buttons to press, no answering machine.
Our information systems are created to pamper the customers, at the opening of a claim, automatically a letter is sent, in which we apologize on behalf of the producer for the incident and we offer our contact details, so that they can contact us for any need. We also indicate a web page where the customer can, through login and passwords, monitor the progress of the claim.
The system then continuously monitors the process of resolution of the claims, immediately sending reminders if there are delays. At the end the customer receives a letter of apology for what happened with a form to give us the needed feed back.