KATHARINA OSTENDORF MANAGER OF THE BIB CALL CENTRE
›SAFEGUARDING QUALITY SERVICE‹
Ask Katharina Ostendorf, manager of the BIB call centre, what the key to success is and she will tell you it's reliability. That is because customers need to be able to rely on what their adviser says if they are to develop a long-term relationship with BIB. Katharina Ostendorf's team at the call centre is the first port of call at BIB for customer enquiries.
When it comes to offering advice over the phone, it's just as important to take a long-term view, albeit in a slightly different way. Customers who ring the BIB call centre several times on the same day want to hear a familiar voice. Whenever possible, the same person deals with repeat calls within the space of a day because he or she is already aware of the client's situation.
It was very important to Katharina Ostendorf at a personal level to work for a company that is dedicated to sustainability. »BIB's philosophy is different from other banks in the way it treats its staff and its relationship with its customers,« she explains. The feedback she receives from clients every day confirms this view. »Customers often tell us that they chose BIB specifically because it's important to them that their bank uses resources of all kinds fairly.«
›SAFEGUARDING QUALITY SERVICE‹
Ask Katharina Ostendorf, manager of the BIB call centre, what the key to success is and she will tell you it's reliability. That is because customers need to be able to rely on what their adviser says if they are to develop a long-term relationship with BIB. Katharina Ostendorf's team at the call centre is the first port of call at BIB for customer enquiries.
When it comes to offering advice over the phone, it's just as important to take a long-term view, albeit in a slightly different way. Customers who ring the BIB call centre several times on the same day want to hear a familiar voice. Whenever possible, the same person deals with repeat calls within the space of a day because he or she is already aware of the client's situation.
It was very important to Katharina Ostendorf at a personal level to work for a company that is dedicated to sustainability. »BIB's philosophy is different from other banks in the way it treats its staff and its relationship with its customers,« she explains. The feedback she receives from clients every day confirms this view. »Customers often tell us that they chose BIB specifically because it's important to them that their bank uses resources of all kinds fairly.«
