Nancy van Beest

Background

About Nancy van Beest

Experience: Over 30 years of customer service and contact center experience and expertise in different business roles. Hands-on experiences of board advising on contact center investments and (re) organization, customer service strategy formulation & realization, efficiency and performance improvements. Specialised in optimizing customer contact in back office and operations. organisations by changing behaviour and culture. About Me: Practical, fast and result oriented approach, go-getter. Strong ‘no nonsense’ and ‘getting things done mentality’. Open empathic and direct communicator. About LABRADOR klantbeleving: LABRADOR is an innovative, practical, quick and easy method for empahtic contacthandeling which I developed. LABRADOR is a method which helps employees to be aware of the importance of an empahtic contact and complaints handling and their part in it. LABRADOR focuses specifically on the experience and emotion of the customer during the handling of their problem or complaint. Part of the LABRADOR method is the LABRADOR Quality Monitoring. Video op de ABN AMRO site over de LABRADOR methode bij ABN AMRO Radio fragmenten van Labrador op BNR nieuwsradio