Organized by the Marketing and Communication Department under the general supervision of Mrs. BIH KUKO épse TABOT, these meetings were on three main topics at the heart of the strategic transformation of the BUT:
1. Digitalization and appropriation of the customer itinerary
Participants from all BUT representations in the country examined with extreme rigor, the digital tools available to customers and the need for each staff of BUT to appropriate the customer itinerary, from the request to the delivery of the service, for a fluid and more transparent follow-up.
2. Review of feedback from customer complaints
Without obscure language, customer complaints were thoroughly combed, focusing fully on the customer listening procedures in force at the BUT and the treatment granted to customer complaints. The objective here is to identify the points of friction, learn from them and provide concrete and precise palliatives.
3. A new strategic direction
The meeting concluded with the approval of a new strategic direction specifically focused on customer satisfaction. As required by the top management since 2019, more than in the past, participants in these meetings have taken the oath to place customer satisfaction at the core of all the actions of the BUT, both at the national and international scopes.
In her closing remarks, Florence Odile ENGANEBEN, Head of Marketing and Communication Department, Representative of BUTD, unavailable, reminded that the customer is not a case but the reason we exist. She called on all BUT staff to make customer service a common identity, and a special character of the Business Unit Transport.
These exchanges lay the foundations for lasting meetings that will certainly allow the BUT to initiate a decisive turning point in its relations with its customers to make the adage “the customer is always right”, a real creed.
Service Communication
