Customer Care

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In addition to the professional and quality service we provide in our stores, we prioritize customer satisfaction in our customers’ homes with our vision “Unique customer experience and reliable service”. 

We implement several projects and programs to improve customer experience.

Appointment and Routing Program - ROTAM

It is critical for our service points to manage their efficiency to always provide the best service in the most ideal way, even in challenging geographies and crowded cities.

Customer and Dealer Satisfaction

At Arçelik, we follow the impact of our products and services and conduct customer satisfaction and customer loyalty surveys every year. The Koç Holding Consumer Satisfaction survey is conducted on gender breakdown about 3 product categories.

Service Academy

In order to meet the training needs in Turkey that emerge with developing technology and the expanding product range of authorized dealers, we provide short and long-term training to all of our authorized service employees. 

Artemis

Our Field Service Technicians Management tool, Artemis, provides electronic forms, enabling technicians to conduct service operations in a smarter way, as well as saving paper.

Global Customer Care (GCC) Summit

The aim of the Summit is to discuss the performances of the previous year and to share quality and service targets for the next year. Due to the pandemic, the 2020 GCC Summit was hosted online on the MS Teams platform. The online event enabled us to enhance coverage with global participation. In 2020, the focus areas were field feedback, plant actions and transparency between all parties. Our main purpose regarding transparency was to ensure alignment for service quality.