From dissatisfied to loyal – how to turn the customer – Elin Bäckström, Foodora
Elin Bäckström leads the customer service department at Foodora, with the promise of delivering food within minutes. When the customer feels that they have not fulfilled that promise, the customer gets in touch with their customer service. This has made Elin and her team experts in turning dissatisfied customers to loyal customers.
When customer service employees often come into contact with upset customers, they need to get the right support and to know the company’s strategy for dealing with these types of dialogues. Elin talks about how Foodora turns a dissatisfied customer into a loyal customer and how they create a strong team-oriented culture.