Being close to customers and distributors
If the company SFG is not strictly an after-sales service, it makes a point of taking care of the consumer before, during and after the sale. "We are a customer service team to support it from start to finish, through distributors for which we sell services," explains Frédéric Brizard. Knowing that a breakdown or a technical problem is always a source of anxiety for the consumer, SFG is there to "make this easy and try to facilitate this customer journey throughout the management of this problem with the product" .
Another strategic point, the will and vision of the SFG service, made-to-measure. “In a world where all products are alike, what makes the difference between a distributor A and a distributor B is the way we will take care of the consumer, with whom we will accompany him beginning until the end of the act of purchase or after-sales service ” . Tailor-made is a set of services dedicated to the customer, which differ from those of its competitors: it is to provide the consumer with support and the expected service.
Bringing the best solution at the best time
"We are obliged to adapt our discourse, our way of supporting the client," says Frédéric Brizard, who considers the Made in France service as a guarantee of quality. Each customer has their own information distribution channel, anytime, anywhere, and according to the chosen mode of communication: chat, SMS, email, inserts on the brand's website, telephone, contact form on the web…: “the client can reach us at any time. There will be someone to answer him, with a quality control of the speech ” . As such, SFG has set up a quality questionnaire at the end of each call and requests feedback from the consumer after its service.
With a panel of very diverse customers, "the consumer who bought a very expensive phone and has taken out insurance and has just broken his phone, the consumer who bought a very nice kitchen from a French kitchen distributor, one of our partners, for whom we guarantee all household appliances for 7 years, consumers in mass distribution ... The common denominator for all our customers is that they systematically need something " explains Frédéric Brizard. "Our role, SFG, is to provide it with the best solution at the best time."
Develop in a responsible direction
"Today, we need instant support," says Frédéric Brizard, "and to immediately diagnose what the consumer needs."
With two main areas of development, the French Guarantee Company plans to work on a repairability index in order to guide manufacturers and distributors partners towards more sustainability, and on a green guarantee which will make it possible to offer a new "repair to last better" service. , a new, more responsible approach to consumers. "With SFG, we will always be there to help them repair and consume better in the future," concludes Frédéric Brizard.
Contact
SFG
https://www.sfg.fr/accueil/
LinkedIn : https://www.linkedin.com/company/soci-t-fran-aise-de-garantie/
The content is offered by Médias France, the editorial staff of Le Figaro did not contribute to its production.
