How we do this
For us, service means being there for the customer, by phone, email and social media. Sometimes, listening to the customer is the most important thing, while another time, you may take action, by offering a solution, for example.
To ensure valuable customer contact, we listen carefully to our customers, review reports and identify bottlenecks or opportunities for improvement. We look at how we can stimulate valuable contact and prevent unnecessary traffic. Using this information we continuously adapt our approach, both as a department as well as with other teams at Nederlandse Loterij, and with our external partners and their employees. This is how we connect our customers with our organisation.
We also proactively come up with ideas about how to offer an even better service. One example of such an improvement is our Cash Less project. Our goal is to have as little cash in circulation in the stores as possible. Players hand in their ticket, present their bank card and the amount won is deposited directly into their bank account. Good for the player and good for the retailer because less money needs to be kept in the cash register. This promotes safety, among other things.
In our ‘Know your customer’ project, we aim to gain insight into the name, age and spending pattern at Nederlandse Loterij, enabling us to respond even better to the customer’s wishes. We can also prevent fraud as much as possible and ensure the rules are followed. As a Service Department, we mainly contribute thoughts about the medium that is used and what the processes will look like.