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BNP Paribas Fortis

Highly recommended for all service-providing companies

Joost Cottyn
Head of Customer Satisfaction
BNP Paribas Fortis

As a service company, Fortis attaches great importance to the optimisation of our consultations with our customers. In this context, BNP Paribas Fortis has a highly developed customer satisfaction approach, which is supported by the entire management team. We also hold an annual ‘Community Days’. This year the central theme was ‘Customer satisfaction starts with you’. In addition to testimonials from ‘real’ customers, we also wanted to give sufficient attention to some important aspects that are necessary for the optimisation of customer satisfaction. We believe that ‘listening’ is one of the basic skills to get to know and understand the expectations of our customers, and therefore to provide the right solutions. Frederik was therefore the ‘entertrainer’ we needed. With his performance ‘We only have one mouth and two ears’ Frederik was able to impress upon us the importance of listening. In addition to numerous practical tips, insights, etc. he powerfully convinced us that we must put ourselves in the shoes of our customers, and truly listen to them in order to have a better connection with our customers. After an in-depth intake interview to customise the presentation - to give concrete and realistic examples etc. - he was ready. The session was highly appreciated by all participants. Worth repeating and highly recommended for all service-providing companies that want to offer the right solutions to their customers.