First and foremost, thank you for choosing Modere.
At Modere, we are as committed to building lasting relationships with our customers as we are to delivering safe, effective, world-class products, day in and day out. We know that earning your trust begins with creating meaningful and engaging experiences, and lately, we have fallen short of this goal.
Due to an increase in volume of calls and emails experienced by our Support Centre over the past few weeks, we have been unable to maintain the quality standards of service you deserve, and that you have come to expect from Modere. We want to acknowledge your disappointment in our longer-than-desired call wait times, and our delays in email responses. Your frustration is palpable and warranted.
Please know that we take this situation very seriously. Managing your enquiries in a timely manner is our top priority, and we are deploying multiple, intentional actions to address these challenges.
We have already added new customer support staff who are currently completing the training required to assist you knowledgeably. Additionally, a German and several French and English-speaking candidates will begin training on the 30th March to meet our exceptional service standards. We humbly ask that in the interim, in order to help expedite our return to our usual, high-quality standards of service, your enquiries to the Support Centre be temporarily limited to urgent issues only.
Additionally, between the 20th – 30th March we will reduce our call centre opening hours to 9:00 – 14:30 CET to dedicate time and resource to work through our email backlog and return to our normal hours as of Tuesday, 3rd April.
With your generous cooperation, we anticipate a reduction in call wait times beginning in April. As our expanded support staff begins to manage our email backlog, we hope to begin returning to our customary 48-hour email turnaround times as of mid-April.
While owning one’s missteps is never easy, Modere remains devoted to the values that have come to represent us as a global and authentic brand. These compel us to maintain integrity, transparency, and open communication with our customers. We are aggrieved by the disappointment we have caused you, and immeasurably grateful for your patience and understanding as we actively work to resolve this situation. Thank you so much for your continued loyalty and support.
Ellie Fordham
General Manager Modere Europe
