A closer look at the customer’s perspective
published on 7 January 2020
For most citizens, online services make life a lot easier. But that does not apply to everyone. The RDW services must also be accessible to them. People sometimes do not want to be helped online but personally. This requires customization. To support the RDW employees in this, we were asked to develop a training course for the 350 employees and managers of the Registration & Information division of the RDW in Veendam. Together with R&I employees, we developed a dialogue folder with cases and dilemma cards. In two and a half hours, the participants train their insight in the customers perspective and their skills to respond to it. By this they become aware of how customized service takes shape and what they can do to help RDW customers in a personal contact.