On June 22, the long-awaited presentation the First International Conference –Workshop about the New Customer Service Law by MST HOLDING and Consulting C3 took place in Barcelona.
It was a success in attendance, with more than 60 participants from leading companies from sectors as heterogeneous as transport, telecommunications, industry, energy, finance, e-commerce, education, technology, healthcare, HVAC and tourism.
The event began with various presentations by Jaime Fernández from Augusta Abogados, Francisco Gutiérrez as President of the AEERC and Patricia Guerrero as Area Manager of Consulting C3.
The central theme of the event was to analyze the non-continuity of the Customer Service Law that just a few weeks ago was pending approval and due to the call for general elections has been affected.
Although initially this law did not clarify or many of its points remained open, controversies have arisen in some of them, which is why we are opening a period of reflection with our clients on issues such as:
– Reflections:
- In the future, the drafting of a new Law that does enter into force may occur again, depending on the electoral results.
- The importance of comparing and reviewing the basics and minimums that our customer service should have, incorporating a “decalogue of good practices” into the service strategy, comparing it with what has already been established in the law that will not see the light of day.
– The initiative of the Ministry of Consumption should ask us to be proactive and take advantage of the range of opportunities that we must review in our current service to improve the CX/UX.
– That each company can define or come as close as possible to the decalogue of good practices to align service with excellence.
The day ended with a workshop led by our colleague Jordi Miguel from Consulting C3 where the entire theme of the event had to be applied as the protagonist “the decalogue of good practices” through a Business Case. The objective and theme of this workshop was that this organization wanted to take advantage of this current circumstance to become a proactive company with its clients and not a reactive one waiting for a new law to make changes that directly affect the experience of its clients.
We want to thank all the team that has made the success of the event possible and also thank all the guests for their attendance and proactivity.
We hope to see you again very soon!