Servilusa integrates a number of Portuguese companies, and occupies a leading position in the funeral sector.
Possessing agencies and employing 300 employees, Servilusa is dedicated to the provision of funeral services, performing about 6,000 funerals a year.
The Servilusa has the Mission to carry out dignified and humane burial services that provide its customers, family and friends comfort in a difficult time.
Servilusa aims to be a european reference in conducting funeral ceremonies.
After a committed work around the optimization of procedures and continuous improvement, Servilusa obtained certification, within the Quality Management System, on the realization of Funeral Services on the Environmental Management Systems and Social Responsibility. Becoming a pioneer in obtaining such recognition, is now the only company in the funeral sector certified in Portugal.
Servilusa aims to guarantee and ensure maximum customer satisfaction through a strong commitment to innovation. Customer satisfaction is a priority, so Servilusa seeks to offer the best service and a personalized service, tailored to your needs at all times.
The Servilusa acts guided by the highest standards of conduct and social responsibility, building relationships of trust with all stakeholders involved.
In this context, and in order to guarantee the quality of service relationship and to turn Quality concerns in a true company culture, there is the figure of the Customer Ombudsman, wich aim is to strengthen the relationship between customer and Servilusa.
The Ombudsman's main function is the defense and promotion of guarantees and legitimate interests of customers, ensuring the existence of an efficient channel of communication between them and Servilusa.
Who is it
Servilusa elected a staff menber of proven integrity and solid experience to assume the Ombudsman function, available to customers to assess, independently, any complaint, suggestion or comment about the services provided by Servilusa.
What he does
Possessing absolute independence and impartiality to defend the guarantees and legitimate interests of customers, the Servilusa’s Ombudsman receives and analyzes, with autonomy and rigor, complaints and suggestions, on which will issue its opinions and recommendations to the Director of Servilusa, impartially in order to implement functional and regulatory adjustments, to improve the quality of service and may also meet with customers whenever the situation warrants.
The Ombudsman may request and obtain quickly, from all the departments, information and explanations necessary to provide an independent judgment and conduct all inquiries it deems necessary for case by case analysis of the cases presented.
How to apply
Thus, when the teams and the Servilusa services do not give customers a response that satisfies them, you can always contact the Ombudsman directly by email: firstname.lastname@example.org
However, the cases presented to Servilusa of Customer Services are also made known to the Ombudsman, who will issue them for their opinions. Similarly.
The Customer Ombudsman's response will be given within a maximum of 15 days.