Harm Nomden, contact specialist
"I see that pensions call for an individual approach and reasonably in-depth discussions. Contact about the content, that's still what I like best. There's more of that with a pension administrator than in the commercial world. In that world a service call is rock-solid sales: it has to pay off.
When I was studying Communication, I worked a few hours a week at APG as a temp. I didn't know anything about pensions, but it interested me straight away. It came fairly naturally to me to express complex issues in simple terms. I learned to listen between the lines. There are uniform guidelines, but there's no call script. There is space for my own input, to level with the person on the other end of the line. Empathize, share a joke. That's what sets us apart from a robot.