Fabrice André, Customer Relations Director for Orange in France, receives the Award for the Best Customer Relations Director

A telecoms operator is rewarded for the quality of his customer relations

The French Customer Relations Association bestowed the award for the Best Customer Relations Director on Fabrice André this 30 September, rewarding the change which took place within the Orange Customer Relations Department at the initiative of its successive Directors.

The telecoms sector is progressing towards a digital world rich with innovations that is shaking up user habits. Orange decided to become the European service provider of reference in this revolution and to assist its customers with high standard service and commitment. In achieving this ambition, the Customer Relations Directorate holds a key role in activating priority fields of transformation that brings to life the Orange promise in daily customer contact.

The jury rewarded the implementation of the action plan led by Fabrice André within the scope of his work. “I am very honoured to receive this prize. It rewards the work of the entire team. Without these people who have been committed to this project for years, we would doubtless not have been able to go so far together. This award also rewards the vision of Orange as a company that understood the importance of customer dialogue, team motivation and professionalism to achieve our goals, to make people “choose Orange” (Fabrice André, Customer Relations Director for Orange, France).

Putting the customer relations at the heart of operations

The Orange Customer Relations Department was able to evolve and set its objectives such as quality of customer relations and a strong sense of value for the customer’s benefits, while paying attention to the operational performance of its personnel.

The Customer Directorate achieved a complete industrial service system aiming to implement a policy focusing on excellence and customer satisfaction.
The fields of action revolve around two themes:
* valuing employees’ work and extending their skill sets, in particular via the implementation of a professional journey, the creation of a Customer Relations School and the development of ongoing training
* implementing uniform commercial processes and making employees take responsibility, with coaching methods that promote autonomy, a taste for learning and reinforce a trustful relationship with managers.

Fabrice André: “customer first

Fabrice André arrived in 2007 in the Orange Customer Services Department after a career with France Télécom and Orange, in R&D, management and sales. He is X-Telecom and graduated from ESSEC management school.

The France Customer Service Department includes:
* 12,000 telephone customer representatives,
* 3,000 administrative sales representatives,
* 1,300 team managers and 800 support staff for extending skillsets