PASSION FOR A PROFESSION

I’ve just celebrated my tenth anniversary as an advisor, involved in an activity dear to my heart. The ongoing development of media enables us to communicate better as well as more quickly. I’m also very much aware of the need to stay in contact with people who don’t use digital communication channels, whether because they can’t or because they choose not to. I’ve always been committed to listening to what such people still have to tell us and I’m happy to play my role of “go-between”. Sonia

CUSTOMER RELATIONS, REMOTE OR OTHERWISE!

I got the order for “social” restaurant vouchers for Sofia. Disaster! No more deliveries due to the pandemic! But her family counts on us, Sofia really needed those vouchers. Desperate times call for desperate measures! For the first time, my help wasn’t just vocal. With our partner’s agreement, we opened our site’s doors and delivered those much-needed vouchers personally! Joao

“THE SUNSHINE CALL”…

One day, after receiving our satisfaction survey, Melanie called us to thank us and tell us to hang in there during the lockdown. It wasn’t a typical call and made the Guimarães team feel a lot more optimistic. We got the call on 30 March, after the really intensive period we’d all lived through at the beginning of the lockdown. I called it our “Sunshine Call”. A real virtuous circle – customer recognition enabling us to improve team cohesion and share her kindness. We’re a mirror of what our clients feel. Here in Guimarães, we’ve been committed and mobilised from start to finish and we’ve provided the elderly with a lot of support too.” Sarina

A LITTLE GREEN FOR A BIG SMILE

Marine went to live in Paris to study. As she was conscientious about complying with lockdown rules, she decided to do her shopping online, taking advantage of “little baskets” (a great idea and initiative for providing yourself with essentials without going out!). Marine is a vegetarian and doesn’t have much money to spend. Caught between necessity and ethics, she called me and told me about her dilemma. As everything begins with YES here, we all joined forces to search for alternatives to tuna and chicken fillets and so on...and because being a team player means developing solutions jointly with your partner, we created a green basket to help her. Marine is still a vegan! Françoise

HERE WE GO BOYS AND GIRLS!

It was an October day and an old lady was stuck in lockdown. She hadn’t dared go out any more since it started except to do her shopping and take her daily walk. As she was bored, she decided to order on the Internet for the first time: an exercise bike! Five days later, the bike arrived. She was delighted, but when she got on it she saw that it was damaged. She dialled customer service, and it was me who took the call. I sent her an exchange request form to fill in and send back to me. Her voice trembled over the phone as she told me that she wasn’t used to filling in digital documents, so I stayed on the line and guided her. I sensed her relief. Once the form had been sent off, I did everything I could to ensure that her request was processed as quickly as possible! My determination paid off, she got a reply the same day. A few days later, the new bike was delivered. She checked that everything was in working order before she let the deliveryman leave. Everything was fine. She got a satisfaction survey email following up on the contact she’d had with me over the phone. Her message was touching and her humour unbeatable! “Here we go boys and girls!” Morgane