Vivendi

Dominique Martin,Director of Communication, SFR
(SDR 2006-2007)

« The quality of our services in contact with our customers, sales staff, and Customer Service agents in the call centers is the result of continuous efforts to earn their confidence. We do it, firstly, by guaranteeing our clients a high level of service and accompanying them in discovering and learning about the uses of mobile technology, and by developing a process of listening and dispensing advice.
The “espace SFR” sales outlets play a key role in enabling the functionalities of mobile for customers, as well as the new multimedia uses that are constantly evolving, in particular since the arrival of 3G/3G+. So that they can get a concrete feel for the new SFR Music services, 500 downloading terminals will be deployed in the stores by the end of 2007. Training for the teams who are in contact with the clientele contributes greatly to the quality of the help and advice they dispense. Two thousand salespersons and store managers were trained in 2006 by Campus Distribution, SFR’s sales university, and new modules accessible on line give all sales people the opportunity to be trained in new offerings.
In the same spirit, the “espace” sales outlets, in the image of the company and its values, emphasize good citizenship. Citizenship display units were put in place in 260 stores in 2006 to inform customers about recycling cell phones, offerings and services for disabled persons, and protection of minors via parental control, and to explain to customers the actions SFR has taken to promote rules for good cell-phone conduct in public spaces.»