Både bilindustrin och omvärlden förändras i snabb takt, det är några av utmaningarna som Susanne Dannemann möter i sin vardag som avdelningschef, head of operations, på Volkswagen Finans. Techtidningen ställde några frågor till henne för att ta reda på hur hon har utvecklat organisationen och kundmötet de senaste åren.
Så bygger Volkswagen Finans en modern kundservicekultur: ”Kunden i centrum i varje beslut”
kontaktcenter Volkswagen Finans kundservice har under de senaste åren genomgått en omfattande kultur- och organisationsresa med kunden i centrum. Medarbetarnas engagemang och tydligt fokus på kundupplevelsen har blivit avgörande för resultaten enligt avdelningschefen Susanne Dannemann.

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När Susanne Dannemann klev in som avdelningschef för snart tre år sedan tog hon med sig en gedigen erfarenhet från kundservicevärlden. Hon beskriver den operativa kundserviceverksamheten som företagets mest dynamiska del och en plats där det verkligen händer.
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
