I’m Francesco Caiti, After Market Italy customer service manager. I am 34 years old and I joined Ama in 2006. If I had to describe myself in one word, I would define myself as determined.
Which professional figures is Ama’s customer service team made up of?
Our team is made up of highly-specialized people, trained to offer technical and commercial assistance. We are able to meet any need and accompany the customer in the choice of product and in the purchasing procedure, supporting him/her in the use of any eventual ongoing promotions.
A group of us has specialized in the agricultural machinery sector and another in that of landscaping. This type of organization allows us to respond to all types of requests smoothly and effectively.
In recent years, the relationship with the customer has revolutionized, and is still today experiencing a moment of profound change. What do customers expect from customer service now? How have their expectations changed over time?
The market has changed and above all the level of service requested: the customer expects speed, efficiency and to obtain information in a convenient and fast way, wherever he is, in order to be able to respond in turn to the demand of the final consumer.
What strategy do you have to best address the customer’s requests?
We work to obtain a “photograph” of the customer, which allows us to understand his needs and satisfy him over time. We want him to recognize AMA as a full-ranging, comprehensive partner.
In addition, our team collaborates with the IT Department and the Marketing Department to work on the online catalog, with the aim of constantly optimizing it, in terms of research and information.
And that’s not all; it is possible to interact with our operators via multiple channels: in addition to the traditional ones, we provide the b2b e-commerce portal with a special chat, and social media.
These are technologies that help improve the purchasing experience.
What are the challenges and problems to be faced in the business field?
Being punctual and efficient in managing the progress of orders and in customer relations.
Focusing on the latest historical period, it must be said that the market conditions have created inconveniences throughout the supply chain: prices and deliveries have been compromised. However, this scenario made it possible to bring out those who were capable of reacting in the best possible way, transforming these difficulties into opportunities.
As for after-sales service: how important is it?
This is an essential phase of customer service. Our after-sales service is always available to give support and quickly resolve what are inevitable issues that come up while working. If a complaint is handled with competence and professionalism, it becomes a strength.