Nespresso Coffee Specialists in Customer Relationship
Centres answer to Club Members' needs in a personalised
The Nespresso service excellence recognised for fourth year
Nespresso France received the Best Customer Service Award 2012 for its service excellence in the “Specialised Distribution” category. It is the fourth consecutive year that the French market is recognised for service excellence.
“Consumer pleasure is at the heart of everything we do. This award recognises why consumers continue to choose Nespresso
: the consistency of the excellence of our personalised services to them. We are proud to receive this award. It is a strong recognition of our team’s hard work, passion and dedication in creating the best brand experience for a Club Member or consumer at each contact with us,” said Arnaud Deschamps, Market Director of Nespresso
Our coffee specialists accompany Club Members in their journey of discovery of the Nespresso world of coffee. They share the subtleties of the Nespresso Grand Cru coffees with them. And they help Club Members and consumers choose the machine that best suits their homes and lifestyles.
A Coffee Specialist
advises Club Members
in a Nespresso Boutique
The Nespresso Club as a centre of service expertise
The Nespresso Club acts as a true centre of service expertise, where our coffee specialists are in direct dialogue with our consumers. In France, about 800 coffee specialists, representing 80% of the French employees, are at the service of our consumers in the Nespresso boutiques or over the phone.
“The best recognition for us comes from our consumers. Satisfying and even exceeding their expectations every time they come to us, that is our goal and biggest reward,” adds Arnaud Deschamps.
A series of mystery shopping tests were conducted at Nespresso before the award. The evaluations covered three Nespresso channels: postal mail, Customer Relationship Centres and boutiques. Availibility, attentiveness, courteousness and quality were part of the 17 criteria evaluated. Some 215 mystery clients put Nespresso service to the test during eight weeks.