Before 2015, the customer care team at the SNB operated separately on each label, working as translators for labels and providing advisory support for customer inquiries at the same time. By 2015, customer care was established as a separate retail support department at SnB, then at all brands.
Currently, there is a clear division in the customer care department: supporting its retail distribution and each brand separately.
The most important task of the customer care department is handling complaints related to consumer products. Due to the lack of in-depth knowledge about the product, customers are likely to have misunderstandings about product usage or confuse with counterfeit, poor quality goods, giving rise to issues that need to be resolved.
Understanding this, the customer care department at SnB is always listening, empathizing and promoting the health of children; hence showing the nature of the problem, proposing solutions and affirming the companionship of brands for consumers.
Besides, providing and consulting product information to consumers and agents is also the responsibility of the customer care department. Information from basic to intensive levels will be provided to the client agent through training sessions. Also, at counseling sessions, consumers will be consulted on nutrition issues, mother and baby care.
The customer care department mainly uses hotline consultancy channels, Facebook pages of brands as well as meeting directly with consumers in Hanoi or Ho Chi Minh City. In other provinces, sales staff will be trained to consult and take care of customers directly.
SnB’s customer service team consists of employees who have in-depth knowledge about each product, nutritional issues, caring for mothers and babies, understanding customer psychology; are quick to handle various situations with different customers and consumers, etc.
In addition to providing care through channels, the customer care team at SnB also participates in intensive product knowledge training for specialized staff such as sales staff, company marketing, employees at the company, customer agents, …
At SnB, market development services are always prioritized and promoted, from the research, analysis, marketing, distribution, logistics to the final care stage when customers have experienced and used the products. The counseling content is also constantly updated and expanded to meet the needs of mothers in the process of bringing up their children.
Always uphold the motto “We care for the little things”, the customer care department is constantly cultivating, developing, and accompanying parents on their children’s growth path.