Now, the service provider in the area of corporate social responsibility (CSR) focuses on the new ethics standard ISO 26000. This will contribute to private and public companies worldwide as a guideline for social responsibility. Responsibility towards people and the environment is increasingly required by customers, consumers, Governments and associations. Companies that understand themselves as a leader in sustainable and committed to reduce their ecological footprint, require also the consistent implementation of sustainable sustainable development strategies by its service delivery partners. With the trend towards Green Buildings the demands placed on the Green Cleaning become. Because not only in the construction, but also when operating a real estate efficiency and environmental awareness are linked now targeted.

“Triple sustainably: people, planet, profit in addition to the ecological and economic sustainability HECTAS also relies on social commitment, as it acknowledged the three-pillar model people, planet, profit” envisages. So, the company invested in equitable remuneration, comfortable and fair working conditions as well as the individual support and specialized training of its 12,000 employees who are currently engaged in nine European countries. We want to use the common dialog with international industry representatives of from diverse industries and climate protection experts, to present our sustainability approach to an interested audience. Also we want to us who continue to inspire other participants of the initiatives”Hans ter Pelle formulated his expectations at the climate summit. CSR and sustainability should be an integral part of every business model as for HECTAS. Many companies have not seen but that.” Hans ter Pelle: Hans ter Pelle is 12 years for HECTAS is involved.

Initially, he was responsible as Managing Director for the Benelux countries. In September 2005, the step from the Netherlands followed after Germany, where ter Pelle was appointed Chief Financial Officer of the HECTAS Group Europe. Since 1 January 2008 Hans ter Pelle of CEO. About HECTAS: HECTAS facility services Stiftung & co. KG with its headquarters in Wuppertal is one of the leading quality providers for infrastructure building in Europe. The company employs 12,000 employees in nine European countries in the segments building-cleaning services, building services and security services. HECTAS was founded in 1974 as a subsidiary of the Vorwerk group. HECTAS offers its sophisticated, developed individually for each customer solutions, inter alia in the fields of industry, management, food processing, health and care, trade and logistics. HECTAS is a member of the quality network of building services and for all branches according to ISO 9001 and 14001 certified. Links: your personal contact: Jens Koenen head of marketing and business development Tel.: + 49 (0) 202-564 43 60 fax: + 49 (0) 202-564 43 50 E-Mail:

Push the transaction not on the backburner or forget it at all. You risk a much higher image damage thus, provoke an escalation and probably forever lost customers. To deepen your understanding Henry Golding is the source. 10 Rule: Stay anonymous! “It excited you too so if you best greetings from the service team” has gotten, that your ticket #123456 care? Support questions in the technical area, this type of communication can be very time appropriate and professional. But anger and emotions play a role, and it is quickly critical. As appellant one wonders whether the mail will be edited at all by a human.

Or the complaint is mechanized with highly complex algorithms of big data”analyses using CRM systems and answered? Like to call their name as an editor of a complaint, because this is a signal of appreciation for the customer. This also applies to the function name. “” But remember: it makes in the eyes of many customers quite a difference whether the complaint by the assistance of the Executive Board “or by the intern in the customer service” will be answered. 11 Bonus “rule: irony is never given to the customer, many complaints have comedy potential, and if it had not directly to do, you could balls is as editor with laughter.” It must be not only German literature and teacher who maintain an ironic or sarcastic writing style in the complaint. The temptation can be very large, to answer the appeal here in a similar way, or at least with a hint of humor. The risk that the customer your factually correct, but with a twinkle in his eye Gets formulated reply in the wrong way is enormous. Faster than you think, thereby worsen the whole situation and are confronted with the allegation, that you take the customer not seriously.

My Tip: If it itches you as much in your fingers, leave it! As you have already noticed, 10 rules not enough, to deal comprehensively with the subject of complaints by E-Mail. Even with the eleventh rule not all is said long still, what would be to say it: when you send an intermediate? May advertising in a reply to a complaint include? Should you ask, whether the problem is finally solved? How do you deal with real troublemakers? You can respond to a complaint by E-Mail? Probably many more questions you can think, the longer you think about it. And so you’ve done a big step, because this is my advice: engaged in the topic! Contact: Peter Hall, consultant Zundterstrasse 12 80689 Munchen Tel. 089 255 491 88 Web: Peter Hofl is consultant in Munich and is dedicated to mainly the quality optimization services for 15 years. This includes for example the quality of the advice by mystery activities that already have helped in a variety of industries and at major companies, to improve the service. Munich 21.10.2013, Peter Hof