Customer Care
The customer is important
DCT Gdansk SA does not have a Customer service department because it is not the responsibility of one department to ensure Customer satisfaction, it is the responsibility of every employee of the Company. Customers are the core of DCT Gdansk SA’s values, because they provide the income that pays the salaries of all employees and remuneration for the investments made by the shareholders. DCT Gdansk employees have a directive to immediately record, resolve and respond to issues received from customers. The focus on providing a quality customer service, each and every time, is led by the CEO with a commitment to strengthen customer loyalty.
Tracking customer issues
DCT Gdansk uses the latest Internet collaboration tools to create a permanent virtual Customer service meeting, regrouping all management and senior management team, which is moderated by a Customer Care Coordinator (CCC) reporting directly to the CEO. Every employee at DCT Gdansk SA is a customer service agent responsible for reporting any issues they witness or become aware of to the CCC. DCT Gdansk uses Web 2.0 technologies in its intranet which allows every employee to have a voice to bring customer related issues to the attention of the CCC, who ensures the issue becomes a topic in the permanent virtual Customer service meeting.
The CCC ensures there is full resolution to all issues and that the more critical or unresolved customer issues are ultimately communicated to the Senior Management Committee (SMC) promptly for resolution.
Giving our Customers a voice
DCT Gdansk also wants to hear directly from its Customers about their complaints and their satisfaction. Various communication channels are provided: through this website in the input zone below, by contacting our CCC directly, or by calling DCT’s switchboard and selecting “1″.
DCT Gdansk invites all its Customers to provide feedback on its service with the guarantee that every issue will get the attention of the management and help DCT to continue to raise the standard of terminal services in Poland.
The customer will experience:
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A quicker response from the relevant department or persons to issues raised
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Accurate comprehensive answers
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A company that is aligned to customer needs and interests
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Assurance that issues are resolved by or with the backing of senior management
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