Companies place significant emphasis on how their customer comes first and how much effort/money they are pleased to invest in maximising satisfaction for all concerned. Yet media attention is on complaints, dodgy products and practices, chronic underperformance and how 88-year-old Edna was given the run-around by an entire departement of ill-mannered customer service personnel. What’s the real story?
Angelo Raffaele Amelio Business editor Uno Mattina
Enrico Cinotti Il Salvagente
Paolo di Domenico head of customer affairs Vodafone
Massimo Marroni director Famiglie Toscana Umbria Marche UniCredit
Luca Solfaroli director Customer Service Divisione Mercato Enel
Rosario Trefiletti Federconsumatori
Giulia Zanchi director Contact Centre AGCM