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CX Leaders

How Do You Deliver an Exceptional Customer Experience Within the Nordics Region?

Hosted By: Zarina de Ruiter
03/06/2016
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About this Podcast...

Interview with the Customer Service Director at FinTech company Euroloan Group about optimising call centre outsourcing, employee engagement, and customer complaint management.

petramengeltPetra Mengelt is the Customer Service Director at Euroloan Group PLC where she is an advocate of involving all organisational layers to participate in customer experience. To understand customer centricity is not only connecting the service to customers, but making everyone at the company to be responsible for the result. "This is not my responsibility, I don’t know how" is something Mengelt is not willing to listen to. Instead, she challenges you to ask: "Please, teach me how!"

She has ten years of lean management experience in aerospace and metals industry, in both the US and in Europe. For over a decade, she has trained hundreds of people, from entry level employees all the way to board members to improve not only their attitude but also a broader understanding throughout the organiation.

As a Customer Service Director at international FinTech company Euroloan Group, Mengelt is responsible for the customer experience throughout the customer journey. She wants to challenge traditional banking online service to offer an emotional experience that customers remember and are willing to recommend.

In this interview she talks about:

  • Her greatest customer service success during her time at Euroloan Group so far
  • The biggest CX challenges she’s currently facing in her role
  • Tips and tricks for outsourcing and for keeping call centre employees motivated and engaged
  • How customer experience differentiates within the Nordics region
  • How to optimise customer complaint management in the financial services industry