Don’t Thomas Cook it Head of Operations Paul Brown discusses the effect customer experience can have on a business in light of the Thomas Cook collapse
What effect does customer service have on your business? We have taken the decision to share our recent cus- tomer service survey results as well as the reasons why they are so important to us at LendingMetrics. Customer experience is a major factor in everything that we do. This starts from the moment that we engage with people - before they have even made the decision to work with us - and relies on ensuring that our team are trained to the highest level. We do not have a
‘quick-win’ mentality; we want clients to take a journey with us, particularly as we know that changing from another provider or changing from a manual process to automation can be daunting. However, our team have the knowledge to allow them to discuss every step of the journey. Our Partnership Manager, CTO and Operations Team are always on hand to give advice and guidance throughout. Whether it’s with our Business Devel- opment Mangers or our Project and
Support Teams, the focus is always on: “how can we improve?”. We listen and react to feedback to ensure that we provide the best service possible. LendingMetrics’ multi award-winning platforms allow our clients to measure credit risk and ultimately improve their customers’ journey. By moving to automated decisioning, our clients can make quicker and more precise decisions, dramatically reduc- ing decisioning times from days to minutes.
08 | Metrics Monthly
October 2019 | AU Edition
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