Interview José I. Mir, Country Manager, inConcert, Romania
The client is always right. Is it true?
This is a very common
expression, widely used in the customer satisfaction world. However, we have to
understand its proper meaning. Obviously, nobody is always right, making
mistakes are human nature and we need to be very aware of this.
When this expression
is uttered, it conveys how the client is a central piece in our business, whose
needs and requirements need to be met, even anticipated. However, when the
client is not fully satisfied, maybe due to his own mistakes, it’s a good trait
for the services provider to support him in all requests with flexibility,
promptness, and respect.
This is our philosophy
here at InConcert. This does not happen only on the surface, but even within
our own internal practices we follow this rule: we work along with our client,
trying to deeply understand his needs. It is only when he clearly attains a
high level of satisfaction and he reaches his goals of profitability when we
discuss a deal and payments for our services. This way, we ensure proper
If we consider that the client is always right, does it mean the service
provider is always wrong, even if they have been trained and well prepared for
As mentioned above,
nobody is always right. Nobody is always wrong either, of course. The key point
here is to know when to step aside and let the client be the central piece of
your business. If you really manage to do this, the client won’t even notice
This happens when
you’re offering a service and the client believes that you’re in charge of
solving all and every problem that he has, even if it is completely unrelated
to the service that you’re providing. It might also happen that after
evaluating the client’s needs and requirements, there have been some gaps in
understanding due to communication problems, and those gaps will arise as
problems when implementing the service.
InConcert offers a
software for Call Center. This is a critical service: a customer service
campaign cannot stop under no circumstances; a marketing campaign needs to be
always working at maximum speed. This is how companies succeed: by taking good
care of their costumers and focusing on solving problems, which is what really
Even if the client is
wrong, we have to do a good job while acting as he expects us to act. First
things first: solving his problem, then we will address responsibilities later.
How did the budget of the customer care department changed in the last 3
years? How will it change in the next 3?
continuously expanding. Not only in a market quote in South American countries,
where the company was born, but we are expanding in Europe as well. These days
we are developing our activities in different countries, one of them being
Rumania, where we have placed great expectations and the market is responding
With any expansion, an
increase in customer service should unfold accordingly. In the last 3 years, we
have doubled our customer care team, and we expect to do it again in the next 3
No falling short can
be allowed in customer care, satisfaction is a priority and we firmly believe
it to be one of our key features.
In what way your employees training influences the relationship built
with the customers? Which type of training do you consider the most relevant
for the customer care employees?
We provide technology
as a service. This is why it is vital that all our employees count on a deep
technical knowledge about our products, but they need to be trained in software
and network in general. This is an essential pillar of our company. An employee
who is an expert in the technical aspect will be able to both provide a calm
and professional service and also a resolution to any given problem.
Even though the
technical aspect is so critical, we can’t leave aside other skills. Treating
the clients as they deserve is also very important, based on respect and
professionalism. There’s a good ambiance among InConcert employees, the
newcomers quickly learn how to convey a good treatment, efficient and
professional with all the clients.
Considering that you develop your business in different countries, how
do their culture and size impact the customer care activity?
We are present in 4
countries in Europe (Spain, Portugal, France and Rumania), and we also operate
in Morocco and the UAE in the middle east. We have a strong presence in South
America and the US.
With a customer care
service operating 24/7 and having clients in more than 30 countries all over
the world, it is a daily challenge to provide the best service possible.
However, our company is considered within the NDA for its excellent service,
both at the human and technological level, and we work harder every day to
ensure a high-quality service to our client base.
Please share with us three most important ingredients that make a great
business and why?
+ Advanced Technology. This is what we deliver to our clients and what
they pay us for. A strong, modern and reliable technology with advanced
features that leads the market to the newest trends, especially concerning
+ Customer service. Our company is 100% customer driven, we always
look for win-win situations, if our client wins, we win.
+ Expertise. With 20 years in this niche, we have accumulated a lot of experience in
the call center world, customer care and we have a profound knowledge of this
industry. We are specialized consultants that can and will help our clients to
develop their business and attain their goals much faster.