Services

Clients

Our philosophy has as central core the customer. Thus, the communication with him and the satisfaction of his needs is our commitment.

Communication with the customer.

The aim of this section is to describe the steps of the Customer Communication Process which is followed by our company.

The customer communication process includes specifically:

  • Identification and fulfillment of customer needs.
  • After sales service research
  • Customer complaints management

To implement that process we have appoint Project Customer Supervisors who are responsible for drafting and collecting customer information through questionnaires with the purpose of identifying customer special needs and requirements.

All our employees must implement the high quality service standards and be ready to accept complaints from the customers. They have the obligation not only to fill the EN 0702 "Form of Handling of Complaints of Customers" and to participate in the analysis of the complaints but also to give answers for their solution to the Representative of Administration or the Project Customer Supervisor or the General Director of company.

OUR FOCUS IS ON THE CUSTOMER

E.M.Y.KA S.A. follows specified steps which guarantee the successful identification of the needs of old and new customers concerning projects of initial cleaning works and air lifting. These steps are fully described in PR 01 (Process of Approval and Revision of Offers, and Acceptance, Revision and Modification of Conventions).

The Project Manager, project supervisors and the operator of the air-lifters department are the persons who have direct contact with the customers. They are the persons responsible for doing the research concerning after sales service satisfaction by using the EN 0701 "Questionnaire of Satisfaction of Customers".

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