1. London 3 November 2014 CUSTOMER CONTACT CENTRE Luigi Basilio Safilo Group

2. Basilio Luigi Head of Customer Contact Centre Safilo Group Fashion & Lifestyle Industry SAFILO CUSTOMER CONTACT CENTRE

3. More than 10 years of experience 7 different languages 110 workstations 1.3 mln phone calls per year 150 thousand email per year SAFILO CUSTOMER CONTACT CENTRE

4. ORDERS COLLECTION ORDER EXECUTION BACK LOG MANAGEMENT TECHICAL INFORMATION INFORMATION RECOVERY LENS B2B SUPPORT PROMOTIONS MARKETING INFORMATION ALTERNATIVE MODEL CROSS-SELLING CUSTOMER SATISFACTION SAFILO CUSTOMER CONTACT CENTRE Type of enquiries:

5. be customer-oriented communicate well and listen to understand keep your promises solve problems with competency create teamwork for better results lead and adapt to change SAFILO CUSTOMER CONTACT CENTRE