{"id":744,"date":"2023-11-17T18:05:55","date_gmt":"2023-11-17T17:05:55","guid":{"rendered":"https:\/\/www.vous.sncf-connect.com\/blog\/?p=744"},"modified":"2023-11-17T18:05:55","modified_gmt":"2023-11-17T17:05:55","slug":"sncf-connect-elu-service-client-de-lannee-2024","status":"publish","type":"post","link":"https:\/\/www.vous.sncf-connect.com\/blog\/sncf-connect-elu-service-client-de-lannee-2024\/","title":{"rendered":"SNCF Connect \u00e9lu Service Client de l\u2019Ann\u00e9e 2024"},"content":{"rendered":"\n

L\u2019Election du Service Client de l\u2019Ann\u00e9e a pour but de tester la qualit\u00e9 des services clients des entreprises fran\u00e7aises. Cette ann\u00e9e nous avons eu la joie d’obtenir la marque de garantie \u00ab\u00a0relation client 100% France\u00a0\u00bb d\u00e9livr\u00e9e par l’AFRC et OFG, pour la cat\u00e9gorie \u00ab Plateforme de r\u00e9servations \u00bb.<\/p>\n\n\n\n

Cela r\u00e9compense notre engagement au sein de SNCF Connect de placer la qualit\u00e9 de la relation clients au centre nos pr\u00e9occupations mais est \u00e9galement le r\u00e9sultat de l\u2019implication et du travail de nos \u00e9quipes.<\/p>\n\n\n\n

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<\/p>\n\n\n\n

Interview de Romain Kara, <\/strong>
Directeur de la Relation Client<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
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Comment s\u2019organise le service clients de SNCF Connect ?<\/strong><\/p>\n\n\n\n

Notre relation client est 100% bas\u00e9 en France ! Ainsi, c\u2019est une \u00e9quipe de 150 conseillers situ\u00e9s \u00e0 Amiens, Wasquehal (\u00e0 c\u00f4t\u00e9 de Lille) et \u00e0 Poitiers qui accompagnent nos clients au quotidien.<\/p>\n\n\n\n

 L\u2019ancrage territorial est important car il permet \u00e0 nos clients de SNCF Connect d\u2019\u00e9changer avec un conseiller qui conna\u00eet et ma\u00eetrise parfaitement l\u2019offre des mobilit\u00e9s en r\u00e9gions.<\/p>\n\n\n\n

Pr\u00e9sentez-nous le travail de ces \u00e9quipes en quelques mots ?<\/strong><\/p>\n\n\n\n

Notre conviction est de proposer une relation client toujours plus proche, avec des \u00e9quipes bas\u00e9es en France, pour garantir \u00e0 tous nos utilisateurs la ma\u00eetrise de nos offres et la connaissance des territoires. Cette strat\u00e9gie relationnelle est \u00e9galement pens\u00e9e pour apporter des r\u00e9ponses faci\u00adlement et rapidement avec un service client disponible sur tous les canaux : t\u00e9l\u00e9phone, r\u00e9seaux sociaux, messageries ou encore chatbot, y compris via la barre de recherche de la page d\u2019accueil.<\/p>\n<\/div>\n\n\n\n

\n

En 2022, nos conseillers, disponibles 7 jours sur 7, ont ainsi accompagn\u00e9 1,6 millions de clients dans l\u2019organisation, la gestion ou le suivi de leurs voyages.<\/p>\n\n\n\n

Qu’est-ce que cela repr\u00e9sente d’\u00eatre \u00ab Service Client de l\u2019ann\u00e9e 2024 \u00bb pour la relation clients SNCF Connect ?<\/strong><\/p>\n\n\n\n

Nous sommes tr\u00e8s honor\u00e9s d’obtenir la marque de garantie \u00ab\u00a0relation client 100% France\u00a0\u00bb d\u00e9livr\u00e9e par l’AFRC et OFG, qui vient r\u00e9compenser l\u2019engagement quotidien de nos conseillers au service de nos utilisateurs ! Cela vient reconnaitre plusieurs points forts de notre service client tels que la disponibilit\u00e9 des \u00e9quipes, des \u00e9changes personnalis\u00e9s, la qualit\u00e9 de l\u2019\u00e9coute et des \u00e9changes.<\/p>\n<\/div>\n<\/div>\n\n\n\n

Logo : Etude BVA – Vis\u00e9o CSI – Plus d’infos sur escda.fr<\/sub><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

L\u2019Election du Service Client de l\u2019Ann\u00e9e a pour but de tester la qualit\u00e9 des services clients des entreprises fran\u00e7aises. Cette ann\u00e9e nous avons eu la joie d’obtenir la marque de garantie \u00ab\u00a0relation client 100% France\u00a0\u00bb d\u00e9livr\u00e9e par l’AFRC et OFG, pour la cat\u00e9gorie \u00ab Plateforme de r\u00e9servations \u00bb. Cela r\u00e9compense notre engagement au sein de SNCF Connect de placer la qualit\u00e9 de la relation clients au centre nos pr\u00e9occupations mais est \u00e9galement le r\u00e9sultat de l\u2019implication et du travail de nos \u00e9quipes….<\/p>\n

Lire la suite Lire la suite<\/span><\/a><\/p>\n","protected":false},"author":14,"featured_media":755,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11,13],"tags":[],"class_list":["post-744","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nouveautes","category-portrait"],"yoast_head":"\nSNCF Connect \u00e9lu Service Client de l\u2019Ann\u00e9e 2024 - Articles<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.vous.sncf-connect.com\/blog\/sncf-connect-elu-service-client-de-lannee-2024\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SNCF Connect \u00e9lu Service Client de l\u2019Ann\u00e9e 2024\" \/>\n<meta property=\"og:description\" content=\"L\u2019Election du Service Client de l\u2019Ann\u00e9e a pour but de tester la qualit\u00e9 des services clients des entreprises fran\u00e7aises. 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