At Agbar, offering the best service has always been a priority, betting on a management model that places people at the center of activity. For this reason, the company has made a multi-channel service available to the public that adapts to the needs of each client, offering personalized, inclusive, agile and professional service so as not to leave anyone behind.
In this process of continuous improvement, Agbar has launched Contigo, an initiative focused on guaranteeing that all customers, without exception, can access the company’s services and, above all, ensure good care for people in situations of vulnerability, with the aim of identifying digital, comprehension, accessibility or economic barriers.
The DEC Award for Best Customer Experience Strategy for Contigo has highlighted Agbar’s “inclusion of people in situations of vulnerability” and was collected by María Monzó, Agbar’s Director of Customers, who stated: “Put the customer at the center is one of Agbar’s values. We want to accompany the client, closely, anticipating their needs, taking advantage of all available technologies, but leaving no one behind, ensuring that we take into account all possible situations of vulnerability”. Likewise, María Monzó thanked the entire team of Clients of the group for their efforts and commitment, as well as the operating companies that form part of the Agbar group.
Among the different measures already implemented by Agbar −or in process− to strengthen and consolidate its customer service, the following stand out: measures to act against barriers of understanding, new languages are being deployed to guarantee the inclusion of immigrants; Faced with the barriers linked to hearing disabilities, the sign language service has been implemented in offices or by video calls, as well as the use of the WhatsApp channel, allowing deaf people to have simple attention; for the barriers linked to digitization, in addition to the new non-face-to-face channels, and the new closer orientation of the face-to-face offices, procedures on behalf of other people are facilitated, as well as the sending and receiving of paper documentation; and, lastly, for situations of economic vulnerability, the objective is to ensure that people who cannot afford to pay for the service are aware of the aid and payment facilities available to help them manage their situation (tariffs and social funds, installment payment of the invoice, deferment and installment of debt without interest, etc.).
The Association for the Development of Customer Experience (DEC) is the first Spanish-speaking non-profit professional organization that promotes the development and implementation of best practices and the pursuit of excellence in customer experience.
This year, the new edition of the Awards, which took place in the mythical room of the Florida Park in the Retiro Park in Madrid, has rewarded the best organizations in five categories: Best Customer Experience Strategy – in which been awarded Agbar – ; Best Employee Experience Strategy; Best Customer Journey; Best Employee Initiative and Best Innovation Project; in addition to granting three special prizes: Manager of the year in Customer Experience; Best Brand in Customer Experience and Best Journalistic Work on Customer Experience.
The jury for the DEC Awards is made up of the honorary president, Silvia Roldán, CEO of Metro de Madrid; Mario Taguas, president of DEC and deputy general manager of Business and Customer Development at Mutua Madrileña, as well as different outstanding professionals in customer service, consolidating these awards as a reference in this field.
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