Christina & Laura, Customer Advisory Managers
Laura and Christina work as managing director and team leader in the customer advisory service at the CHECK24 location in Münster. In the interview, you can find out what exciting customer experiences the two have already had in their daily work and whether they prefer to pick up the phone in private or send a quick WhatsApp.
Hello, you two, please introduce yourselves briefly.
Laura:
Hi, I'm Laura, 36, and I have been with CHECK24 for six years. I started as a team leader in the customer advisory service with eight customer advisors; today, the department comprises almost 80 customer advisors. In October 2021, I was promoted to Head of Department, and since 01.04.2023, I have been Managing Director.
Christina:
Hello, I am Christina, 55, and I have been a team leader at CHECK24 for three years. I previously gained 12 years of experience in customer experience, which I use at CHECK24 in new starters, training, quality management, and talent development.
What is the biggest challenge in client counseling?
Laura:
The biggest challenge is that you never know what will happen next, which client meeting is coming up, or how the day will go. But that's also the exciting thing here because it never gets boring.
Christina:
Our client advisors respond individually to each client and their respective situation, which requires a high-service mindset and a lot of empathy. We also expect our employees to contribute with ideas and a positive attitude toward change.
How would you describe your leadership style?
Laura:
It is essential that everyone works together and moves in the same direction. Therefore, I prefer to work in a team and always encourage that. In my opinion, everyone benefits from this because everyone brings in a different idea, and new perspectives and ideas develop through exchange or discussion.
Christina:
My management style is supportive and encouraging. I stand behind my employees and encourage them to take responsibility. At CHECK24, every employee has the opportunity to develop and sharpen their skills.
Is there a customer experience that has remained particularly memorable for you?
Laura:
I once had a desperate customer on the phone where the man had put the car key in the travel bag, put the bag in the car, and closed the door. Unfortunately, the car was locked, and the customers couldn't drive off. The customers were traveling somewhere in Italy and hoped I could help them from Münster to get back the car key.
Christina:
One customer wanted to know which cleaning agent the hotel she stayed in used for cleaning the shower cabin. In general, however, we get feedback from customers that we are always available and try to find an individual solution for each customer.
What professional advice would you give your younger self?
Laura:
I advise myself not to be so impatient all the time; I'm still working on that today.
Christina:
My younger self often needed to voice her opinion; today, I would advise her to go along with the team's decision in keeping with the purposeful culture of discussion.
The best thing about CHECK24?
We achieve goals together because we approach things with fun and mutual respect.
Christina, Team lead Customer Advisory Service
When advising customers, you talk a lot on the phone; what's it like in your private life? Do you prefer WhatsApp or phone calls?
Laura:
For me, it depends on the subject. I always prefer phone calls if you are planning something or the news ends in a back-and-forth.
Christina:
I like to use FaceTime or WhatsApp Video for face-to-face conversation. Otherwise, I prefer to text via WhatsApp.
Which of our guidelines drives your team the most?
Laura:
Unconditional customer focus - For us, every customer is king. For us, a positive customer experience comes first. We live this in every area of our customer advisory service. For example, we have daily complaints round where processes are discussed in the group to offer the customer the best possible solution.
Christina:
CHECKito Spirit, we are happy when the user is happy. Our service and IT team works together every day to make our website, app and customer service by phone, chat or email as user-friendly as possible. We achieve this because we respect each other and have a lot of fun.
And last but not least, what do you both like to do after work?
Laura:
To clear my head, I like jogging or riding my racing bike through the beautiful Münsterland.
Christina:
After work, I like to enjoy a cool drink by the harbor in the evening sun or go into the forest with my dog and friend.