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I have just made a call to Mr. Pluhao, one of our
"oldest" customers in order to ask him what exactly quality means for him in
relation to a mobile phone. I got through to Denmark and received a clear answer:
- when I can make a call to wherever I need to
- when the call is not disrupted
- when the phone charges go down
All these quality requirements are related to the basic service, which is making phone
calls. The proper functioning of the phones is looked after by the technicians in our
offices, as well as those in the field, and particularly the Network Quality Department.
If the company succeeds in fulfilling its quality requirements, the customers gradually
stop perceiving them and take them for granted. And that's right. It is up to us, in
marketing, to recognize your further needs. The Department of Marketing and Distribution
provides direct contact with the customers. In this sense, it is "the first in
line". What concerns us the most is to ensure that the service provided to customers
at the sales outlets will always correspond to their expectations. The customers can
evaluate the quality of this personal approach each time they come into contact with any
part of the EuroTel distribution network. EuroTel has its own distribution - specialized
shops, direct sale, and contract distribution - its dealers, and business partners.
The quality of services provided is evaluated most sensitively by the customers in the
specialized shops. Although the number of shops has increased, this is incomparable to the
increase in the number of customers. It is a natural consequence of such a development
that there are more and more potential customers interested in buying a mobile phone, and
also a number of current customers who come to the shop to obtain an additional service.
The company provides a number of services. To make it more simple, they can be divided
into:
- services related to sales - consulting
- services related to the technical support of phones and accessories
- services related directly to phoning and additional services
- services related to the orders for installation into vehicles.
It is very difficult to achieve high quality in all these areas, especially with the ever
increasing number of customers. To ensure its customers' satisfaction and a good quality
of service in the shops, the company concentrates on making all the operations as simple
as possible.
Here, we want to provide especially those services that necessarily require the direct
presence of the customer. We are trying to change the way in which changes in additional
services are made available to the customer so simple that next time you won't have to
come to the shop at all. So, some of the additional services can be applied for by phone
(*11 from a mobile phone, or a green line 0800180011 from the fixed line anywhere within
the Czech Republic) or by fax. In case you don't know how to apply for a change, contact
the Customer Service Department where you will get all the information, and where you can
obtain an application form you might need.
Another step we took to improve the quality and comfort of service was the introduction of
calling systems to the busiest shops. The customers don't have to stand in a queue, and
they are free to carry on attending to other activities. Our consultant him or herself
calls them up. Still, we believe that this situation is not going to go on forever, and
that we will soon manage to make the whole process so effective, that you will be attended
to without waiting. |
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To ensure that the consultants treat the
customers on a really professional level, we organize the training in quality standards,
behavior, and action. And, to further ensure that they follow the norms, the shops are
visited by our inspectors, "fake customers" who inspect the professionalism of
the staff. On the basis of these findings we know our weak spots and we can concentrate on
them in further training. We also try to make sure that you can see the quality of our
service at the first glance. |
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That's why we concentrate also on the
pleasant design of the shops and the good clothes of the employees. All the consultants
wear the same clothes, and they wear name badges so you can easily recognize to whom you
need to talk to.
On behalf of the staff of specialized shops, ing. Zdenik Ponocnύ, the coordinator.
In case you need to obtain more information about the ongoing changes, contact please the
Customer Service Department
*11 or 02/67016701
(free of charge calls from mobile phones within the Czech Republic)
so called, green line 0800 1 80011
(free of charge calls from the fixed line within the Czech Republic)
(For calls outside the Czech Republic use +420-2-67016701. Attention, this call is
charged.) |
| The Change |
GSM telephone |
NMT telephone |
| Introduction of Service: |
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| Regular itemized bill - by mail |
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| Blocking of Calls for Roaming |
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| Blocking of Calls in CR |
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| Data Service |
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| No Disclosure in the Phone Book (ex-directory) |
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| Introduction or Cancellation of
Service: |
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| Caller ID of the Incoming Call |
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| Conference Call |
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| Text Service |
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| No Disclosure of the Number to the Person
Called |
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| The Change of the User Name |
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| Repeat Printing of the Bill |
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| Resetting of the Standard Blocking Code for
the Voice Mail |
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| Fax Box |
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| Issue of the Payment Slips or the Payment
Order |
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- A change to the SERVICE PROGRAM (monthly fee)
- WEEKEND SERVICE connection and disconnection
- TEMPORARY DEACTIVATION in the case of holidays (minimum of 7 days), loss or theft
- REACTIVATION - reconnection following the temporary deactivation
- SPECIAL ISSUE OF AN ITEMIZED BILL
- CANCELLATION OF THE REGULAR ISSUE OF AN ITEMIZED BILL
- ACTIVATION OF ROAMING. If the last three bills are paid within the payment period, the
service is activated without a pre-payment. Otherwise, a pre-payment order is issued and
the service is provided after the pre-payment has been settled.
- DIVISION OF THE BILL into individual accounts of the customer (we recommend that you
first obtain more information at *11)
- COMBINING OF THE BILL with another bill of the customer (we recommend that you first
obtain more information at *11)
- A CHANGE OF INVOICE ADDRESS - the address where the bills are sent
- A CHANGE OF BUSINESS ADDRESS (a copy of the Business Certificate or a copy of the
registration in the Business Register is necessary for the change to be made, for legal
persons a copy of their identity card)
- A change of TIN (Tax Identification Number), or change to TIN - the copy of the VAT
registration is necessary for the change to be made
- OTHER CHANGES - all changes that can be made on the phone (see section 1.)
TO MAKE SURE THAT THE CHANGE YOU REQUIRE IS MADE, IT IS ENOUGH IF YOU:
1) call the Customer Service Department
*11 from the EuroTel network, free of charge within CR
0800-1-80011 from the SPT Telecom network, free of charge within CR
2) are entitled to apply for changes related to the given number of the mobile phone
(cellular number)
3) give all the required customer identification to the operator in the Customer Service
Department
4) ask for a change which can be made on the phone
by fax: 02/6701 6733
by mail: EuroTel Praha
Customer Service Department
Sokolovskα 855/225
190 00 Prague 9, P.O. Box 49
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