Anna Bertoldini
Global Head of Employer Branding at NielsenIQ
Anna is a globally experienced professional specialized in Brand Strategy, Employer Branding, Personal Branding, Marketing Communications, and Content Management and Development. Working...
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Meet the mentor
TALK SHOW VIDEOS
Tricky Workplace Situation Handled
- The long hold, lack of accountability, failure to reach a resolution to keep Lorry as a loyal customer, packed being damaged (bad service)
- Improve customer waiting times, apologize for the mistake, give the customer adequate compensation for the inconvenience, and analyze your supply chain to improve touchpoints
- Listening without interrupting, asking questions to dig deeper into the client's problem, keep eye contact, repeat main points the client is making to make sure they know you understand
- I worked in various customer-centric positions such as waitressing, working as a cashier, working as a customer service representative and I now work in marketing and employer branding which are customer- and candidate-focused. These bring me a wealth of examples and perspectives.
- The lady in the center with her arms down, because of her more open position and smile.
- Grey picture pros: professional, confident, and secure position Grey picture cons: closed position, less approachable, and too formal Colored picture pros: open and approachable, informal, confident because taking up space, and helpful looking position Colored picture cons: takes up space which could look arrogant, less formal and more informal
- Top picture: smiling, open body position, closeness Bottom picture: hands on face, negative expression, closed body position
- Smile with customers and have fun, make eye contact, good hand gestures, stand up straight and look engaged, keep body toward the person you're speaking with, nod and look like you're paying attention, feel comfortable and look like you're comfortable and the real you
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- I've had many customer- and people-oriented roles in which I had to collaborate with many internal and external stakeholders, creating a welcoming and warm environment. I'm also a people manager always looking to make my team feel comfortable and listened to.
- Reviews, surveys, polls, emails, social media, and NPS scores
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- Product improvement, customer service improvement, process improvement (supply chain), more informed sales professionals, better advertisements (more targeted), better website and offerings
- NPS questions, surveys, soliciting reviews
- I bring a lot of experience from customer service and customer-facing roles in my career, plus working in marketing and branding I care a lot about understanding the customer and their needs.
