From the bottom of my heart, I believe that excellent customer service is crucial to our success. Therefore, I discuss with managers and I do not give up easily. I dare to fight for the customer`s interests.
Nursen Açıl works at Allianz since 2000. She currently drives the Customer Care Center Initiative. “During my studies, I have started my career in a customer care department as I have always enjoyed communicating and servicing people”, she remembers. A growing passion for excellent customer service made her expanding her responsibilities optimizing global processes and services in over 70 Allianz Customer Care Centers worldwide.
“In my job I face daring moments constantly. In this fast-moving time we need to be open-minded and adapt quickly to new processes. For example: A couple of years ago, we were facing the decision whether we should try out innovative new communication media like chat with customers, and whether it makes sense to create social media accounts for an insurance company. Our industry is known as rather conservative, and many countries were hesitant to implement these technologies. My market trends research showed that the customers would like to use those services and in order to make a difference, we have to walk in the shoes of our customers. So I encouraged several country managers at Allianz to dare and take the opportunity, and the positive reactions of our customers rewarded us for taking this decision. Other countries followed.
There are still many exciting moments for us to come – in most countries these services are still to be implemented! The spirit at Allianz makes it the perfect environment to dare something.”