Customer service is a "contact sport"

by Rebecca Pike13 Jul 2018

Providing new and innovative ways to help customers is a top priority, says specialist lender Liberty, describing its customer service as “a contact sport”.

With emerging fintechs providing new and fast ways to carry out transactions, or even sign important documents, in some circles customer interaction is lessening.

But John Mohnacheff, group sales manager at Liberty, says that the human element is more important than ever.

During a recent presentation at MPA magazine’s Broker Business Exchange, Mohnacheff explained the importance of that interaction with customers.

He said it was not enough to just deal with a customer during their application for a home loan. Continuing to support that customer and building the relationship can open more doors for a broker.

In a separate interview with Australian Broker, Monhacheff said it was also no longer enough to simply satisfy customers.

“This is a contact sport. Satisfying customers sets the bar too low, you’ve barely met expectations. And as customers’ expectations rise, you have to differentiate yourself from the pack. You’ve got to make it delightful, memorable, and that is a real driver for us.

“The worst thing you can do as a business is have customers doubt their decision to buy or engage with your service.”

Not merely talking about customers as borrowers, Mohnacheff said Liberty mirrors these principles for its broker network too.

He added, “We’re constantly evolving better ways to serve both the brokers and customers.

“Our BDMs are a resource that we continue to invest heavily in. These people are walking, talking, living, and breathing subject matter experts who are there to provide a very personalised service to our valued broker partners.”

 

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