Behind the scenes
From customer service to accounting: Asithan’s Galaxus journey
by Catherine Barth
Good morning, how can I help you?
7.12.2020
Translation: machine translated
Since the beginning of December, Alessio Riccio has been welcoming our Italian-speaking customers. Alessio is not just a customer service employee, but leader of our in-house call centre. In this interview, he tells us how he did it.
How was the studio recording session?
It was a piece of cake. After all, it wasn't the first recording we did in Grizzly GmbH's studio. The studio belongs to the guys from the Swiss band Baba Shrimps. With their nonchalance they create a great atmosphere. There is no room for nervousness. Besides, it's a familiar environment, as the brother of the Baba Shrimps' singer also works at Digitec Galaxus.
Is a course in diction and voice use necessary or is it much simpler?
Of course there are also companies that provide professional operators. However, in keeping with our corporate culture, it is natural for us to carry out these tasks in-house. And my background as a rapper certainly helped me during the recording.
You also work in the call centre. What is the significance of this new service?
Our online shops have been speaking four languages for quite some time. The fact that we can now also greet our customers in Italian over the phone is for me, as for the rest of the team, an important milestone. Especially for Bojana, who as project manager has been campaigning for more Italian.
The fact that we can now greet our customers in Italian even over the phone is for me, as for the rest of the team, an important milestone.
Do our Italian-speaking customers behave differently? Do they have other demands?
Of course there are cultural differences. Perhaps it is not just a cliché: Italian-speaking customers are looser and more affable. We are quicker to call each other 'tu' than with Swiss Germans. They are very happy that we speak Italian. Because, unfortunately, Italian always takes a back seat in Switzerland and the Ticino people always have to adapt.
Norina Brun
Senior Communications Manager
norina.brun@digitecgalaxus.chNews aren’t enough for me – it’s the stories behind the news that capture my interest. Curiosity is my constant companion and the reason why I spend Saturday afternoons in my favourite café, eavesdropping on city stories while planning my next travel adventure and creating new event ideas. Zen meditation can wait.
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