Nancy van Beest

Everyone benefits from good customer contact.

Background

I started my career at the bottom: answering the phone, making outbound calls, doing sales. That was when I discovered how powerful empathic customer contact is. I now have more than 20 years’ experience and have developed the LABRADOR method. I started my own business with it in 2010.

Career

This method teaches colleagues and managers to deal with internal and external customers more empathically. ABN AMRO was immediately enthusiastic about it and invited me to run a pilot. It was a success and has now been implemented at 16 service desks within Operations.

My passion

My passion is Southern Italy. My husband and I own a plot of land there with 300 olive trees. We make our own olive oil. I especially love the contrast between busy Amsterdam and the quiet rural life in the Italian countryside. It is the best of both worlds.

My week

I train colleagues and managers, perform quality measurements and advise management on improvements. Everyone benefits from good customer contact: the customer, the organisation and the colleague, who gets more enjoyment from speaking to customers.

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