Listening is caring

Casper von Koskull, Snorre Storset, Customer feedback
Snorre Storset, Head of Wealth Management and member of GEM, and Casper von Koskull, President and Group CEO
18-04-19 13:38 | About Nordea

More than 100 employees – and several members of Nordea’s Group Executive Management (GEM) – have already joined our engaged colleagues at the contact centres to learn more about how we serve our customers and how we together can create an even better customer experience.

The “Call out Tuesdays” initiative is all about how to listen, learn and act on customer feedback: colleagues from central functions at the head office are calling complaining customers. For many participants who are not in daily contact with customers it has felt like a moment of truth and also been quite thrilling. What will the customers say? Can I give a satisfactory answer? What do I do if they are frustrated?

Our CEO is also in on the action. “It's great to get honest feedback straight from customers. This is how we can improve our services where it’s needed,” Casper von Koskull said after he attended a “Call out Tuesday” at one of our contact centres in Helsinki, Vallila.

High on customers
Energy levels have been high as have spirits after calls where most have experienced how much our customers appreciate that we take the time to care for them. Colleagues – buddies – from the contact centres have been a great source of help for those who have called as they have demonstrated their skills and competencies regarding the systems, how to respond to the broad variety of customer questions and how to make customers feel taken care of.

Customers become ambassadors
An important finding is that we are doing well in handling complaints but that we have several customer touchpoints to improve on before we can deliver that smooth experience our customers expect of us. An equally important finding is that we can turn complaining customers into ambassadors just by listening and caring when we address their dissatisfaction. During the call we asked the customer to rate the complaint process. We received high scores, indicating that our colleagues who handle complaints every day are doing a really good job.

Watch this video from one of our first “Call out Tuesdays” sessions.

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