5.7 CUSTOMER SERVICE
A priority for us is to enhance our rela- tionships with customers in a sustaina- ble and long-lasting manner. We there- fore work to offer the best experience, providing the highest level of excellence and professionalism when dealing with our customers based on the following premises:
Guaranteeing ethical and responsible management, ensuring high-quality care and resolution of inquiries submitted.
Providing guidance to customers, anticipating their needs and enhancing their experience, while constantly striving for customer satisfaction through the right support.
Offering a plethora of customer service channels to facilitate their contact with Cepsa.
Listening closely and dealing in a friendly and respectful way with customers comments, requests and concerns.
Pledging to always find an answer to their requests and as quickly as possible.
Communicating transparently honestly and with integrity to meet their expectations.
Ensuring excellence in all our customer-focused activities, following up on their inquiries quickly and effectively and keeping them abreast of the status of their inquiries.
Continuously evaluating and analysing their requests as a means to constantly improve our processes.
Our goal is to provide an excellent ser- vice to our customers. We believe that receiving any comments from a custom- er whether it be through our Call Centre, social networks or any other channel, is an opportunity for us to gain their loyal- ty and to improve our internal processes.
We implement a raft of procedures to ensure customers receive the best care possible. Some of these procedures re- volve around training, evaluating the cus- tomer experience and monitoring cus- tomer service metrics.
Over the year 2018, 756 claims or com- plaints were received, of which 192 were not taken forward and 330 claims have been resolved. The number of claims rep- resented 0.12% of all customer requests.
ExCELLENCE IN ExECUTING ALL OUR OPERATIONS
COMMITMENT TO PROVIDING AN ANSWER
GUARANTEEING ETHICAL AND RESPONSIBLE MANAGEMENT
CHAPTER 5 Our responsible management in 2018 Customer service
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