Always at Your Service

Jenny has something to say. She gives ZEISS a voice – and she does it with a smile. "Hello, you've reached the ZEISS Customer Support hotline. My name is Jenny Rom, how can I help you today?" As a customer care specialist at Consumer Products, Jenny never knows how people will respond to this question – and she's often surprised by their answers. These range from effusive praise for "the best telescope ever" and impatient callers who want to know why they haven't received their eagerly awaited camera lens, to tricky, detailed questions.

And sometimes, Jenny resorts to unconventional measures: If a caller is abrupt in their tone, she remains friendly and promises to look into their issue and call them back. 30 minutes later, everyone has normally calmed down and they can work towards finding a constructive solution together. A range of training courses have taught Jenny to manage situations like these in the best possible way.

Does Jenny know her way around every product at ZEISS Consumer Products? She shakes her head with a smile: "No, there are far too many. The segment produces everything from binoculars and movie and camera lenses to night vision devices and hunting optics. And last but not least: Our products don't 'expire'. If someone finds an old pair of ZEISS binoculars in the attic, we're happy to help. Almost every single one of our products can still be repaired or refurbished decades later."

To ensure this is the case, Jenny is a team player through and through. If she receives a tricky request, she discusses it with her hotline colleagues. If Jenny still has questions after that, she sets out to find the people who can answer them. "Customers used to able to speak to the experts directly. This approach had its pros and cons. While an expert knows their product inside out, we're the ones who take care of deadlines and logistics."