Our claim: Top-of-the-line service
We are there for our customers and available for them 24/7 if they have any questions, complaints, or need advice. We process their requests in a quick, unbureaucratic and reliable way. We systematically evaluate complaints and criticism, as they give us important pointers about where we need to become even better. Regular customer surveys also help us in this. This is the only way we can meet our customers' expectations, keep inspiring them, and come up with innovations.
Our employees act based on the Tchibo service and quality promise, which sets out criteria such as safety, speed and responsibility. Customers can contact our Customer Service and Technical Service Centre by phone, email or letter 24/7. Unusual customer concerns are handled on specialist expert hotlines manned by specially trained professionals.
Fast responses, expert advice and fair solutions
Three external technical service centres supervised by Tchibo handle all product complaints. To safeguard compliance with our high service standards, all processes in the technical service centres are regularly reviewed by internal and external audits, and improved if necessary.
Our aspiration in dealing with customer complaints is to provide fast processing and fair solutions. We have developed a detailed guideline that sets out rules for a friendly treatment and competent consultation of customers, as well as for resolving situations on a goodwill basis. All information is forwarded to a constantly updated database, which we evaluate monthly. The management regularly checks on our complaints management’s measures and results, so that these can be taken into account when developing new concepts.
One important factor in customer satisfaction is friendly interaction with our staff. All customer requests are welcomed and handled with a consistent understanding of service – regardless of which team member handles their inquiry or on what channel they contact us. In 2013, we did a comprehensive inventory of our direct customer communications, and then initiated various measures to improve them further. Among other things, we revised the communication guidelines for our Customer Service and carried out specific training of service centre agents and the employees of our service providers.
More convenient online shopping thanks to new service concepts
We are constantly developing our services for customers, and respond to changes in their purchasing behaviour early on, closely monitoring and examining social trends.
For instance, quick and easy switching between various sales channels has become routine for many customers: they start by obtaining information online, and later buy the items in a Tchibo shop or supermarket concession – or conversely, try on clothes in a Tchibo shop and later buy them online. Since 2013, we have offered our customers a convenient shopping experience with our Cross Channel Service that links the various sales channels: if a product is sold out at a Tchibo shop, it can be ordered from the online shop then and there, and delivered either to the Tchibo shop or to the customer’s home. Items ordered online that do not fit or that the customer does not like can be returned to any Tchibo shop. Customers use the various Cross Channel Service options in any way they want.
In 2014, we also made online shopping more convenient for our customers with new service offers. The online payment system PayPal is now available as an additional payment option, and online customers can have their orders sent to any of the more than 2,500 parcel stations operated by the parcel service DHL. Another new feature is the option to have purchases shipped to a delivery address in any EU country. If an item is no longer available online, our customers can use the online “Store Availability Check” introduced in 2014 to conveniently check online which Tchibo shops still have the desired item.