Customer relations at the heart of our considerations
From 2014, a new job has been created to respond effectively and quickly to customer queries about how our products are made and how they comply with the various regulations. And she also deals with any adverse skin reactions associated with product use. Customers contact Decathlon in store, via our Customer Relations Centre, by telephone, by email or by comments made online on the Decathlon website.
In 2015, we focused our efforts on the training of teams responsible for customer relations in their countries. In France, Germany, Spain, Italy and China, the representatives are autonomous and responsible for providing satisfactory responses in the event of complaints (approximately 80% of which concern adverse skin reactions), while representatives will also be appointed for Russia and India in 2016. Customer query processing time should therefore be reduced in the coming months.
Legend: photo from Decathlon’s Customer relations Centre © credits JMR.