Lara Peeters (social media coordinator) and Romy Penningnieuwland (social media editor) in front of the Consumers’ Association office
Lara Peeters (right, social media coordinator) and Romy Penningnieuwland (left, social media editor) in front of the office of the Consumers’ Association. Photo by Imagehunters.net
The webcare team that you have is both old and new. How does that work?
Romy: “Yes, the staffing is new. We now have three dedicated people, where previously five people from Service & Advice were gradually scheduled for the morocco phone number list webcare shift. In fact, more FTEs have now become available. We are now also together in one office, close to the web editors. That makes a difference, it is simply not efficient to be far apart with such a fast medium. At first, it sometimes took quite a while to pump a question around the building and then you could not respond to it quickly – which of course is part of the dynamics of social media.”
Lara: “The people in the team are all very experienced in customer service. You need a lot of substantive knowledge and a lot of knowledge of the organization, sometimes you also have to respond as a spokesperson. You have to know what you can and cannot say as an objective association, that is why webcare only employs people who have been employed for a few years.”
Service comes first
I wonder how far the involvement of the webcarers goes. Do they also work in their free time or is it a classic office job with maybe late-night shifts? marketing list Romy’s sober answer surprises me: “In principle, we are just as open as the call center, so partly in the evening. Now we have a team iPad that we take home in the evening, a kind of rotating trophy. And in the weekend an hour on Saturday or Sunday. It is not very fixed, we just see what is going on.
A that the ladies talk passionately about genuinely understanding and helping their customers. I myself would become that will definitely change cynical if I consciously looked for complaints, failtweets and injustice that people have been subjected to. Romy tells me radiantly that she finds it a fun challenge to give such experiences a positive spin and that applies to all colleagues who work at Service & Advice: “You also have to be able to laugh about it, sometimes.” The fact that they do not have to agree on a strict schedule of who works which weekend speaks volumes to me.