Work hard with a smile. Always keep an open mind. These are natural qualities for Eric van der Zwart as Team Lead of Topa Thermal’s Customer Services.
For Eric, creating the best working environment where the customer service team feels appreciated is essential. Making time to look at processes, software and training as well as thinking and developing together are key ingredients for serving a customer well. What’s great about Topa, he says, is that there are always challenges, but improvements and ideas come from the whole team. That’s what makes a great team.
Joining Topa in 2017 with an account manager background, he believes customers need to be kept informed, every step of the way, even if the news is uncomfortable to relay. Only then is there mutual respect. Collaboration with Topa Thermal should be a win-win situation – only then is it truly working together.
He enjoys the international pace of the Topa Thermal work environment and finds dealing with different time zones (and languages) keeps him on his toes!
And when Eric’s not working, the important things are sport, BBQs, family and holidays – although possibly not in that order!
“Always keep your customer informed, especially in this industry. They need to count on us. A heart valve that arrives too late for an operation because we have no stock is unthinkable”.
My Favourite Innovator
Pieter Zwart – co-founder of Coolblue, a Dutch e-commerce company selling customer electronics and winner of several webshop awards. Their online approach, from sales to job vacancies, is innovative, inspiring and educational, using ‘how to’ lessons, tips and tricks. All centred around a belief in great customer service.