Residential Customer Services Director Fixed & Mobile - COSMOTE
Successful Complaint Management Practices
o The complaint as opportunity
o Take it personal, take your time with the customer
Service Recovery practices & examples
o I trust you (Instant reconnection)
o I care for you (Instant notification & Alternatives when in Fault)
Innovation in critical touchpoints
o From B2C and B2B to H2H
o Be were the customers are
o Remote Resolution (Ufixit)
o Video Call
People Engagement – how we build it
o Cultural change
o New Skillset
o The human entity in a new digital world
Sandy Hiladaki is Residential Customer Services Director Fixed and Mobile, since May 2012.
She has been working with COSMOTE since 1998, undertaking a number of senior positions.
She has extensive experience in telecommunications, client service and sales, while in the past she has also worked in the finance industry.
Mrs Hiladaki holds a BA in Political Science by the National and Κapodistrian University of Athens