Czech Republic - Sales Service/Customer SupportCzech Republic - Sales Service
Although not yet at the level of Western European standards, customer service has come a long way since the market opened up almost 30 years ago. Attitudes are changing, especially in government services and state-owned businesses. Foreign investment and foreign franchises have had a positive impact on improving customer service.
The industrial sector has become more developed as the Czechs have made great strides in becoming part of the international marketplace. U.S. companies should demonstrate their after-sales service capabilities to potential end users. Some industrial users have the impression that European suppliers offer superior after-sales support, and the presence of a well-trained, well-supported local agent who can service equipment is important in both closing a sale and maintaining a client base.
EU institutions have launched a number of initiatives aimed at harmonizing national legislation due to discrepancies among member states in product labeling, language use, legal guarantees, and liabilities, the redress of which inevitably frustrates cross-border shoppers. Suppliers within and outside the EU should be aware of existing and upcoming legislation affecting sales, service, and customer support.