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Coffee break with Tanya Fowler | FCT


Tanya was one of the first eight employees to join FCT. When she started, her role at FCT was as a customer service representative in our Residential Solutions division. She is in fact, an FCT call centre pioneer! When she began, the department consisted of three individuals, herself included.

In the following years, she’s occupied various roles across the company and has been able to fulfill her desire to help others realize their potential.

When did you start working at FCT, and what was it like then?

I joined FCT over 25 years ago as the eighth team member. It was an exciting time! The perspective, entrepreneurial mindset and talented leadership team innately brought out the very best in our people. We viewed our challenges as opportunities to focus on the evolving needs of all stakeholders and lead transformation in the real estate industry.

As the manager of customer experience at FCT, what does your role look like on a daily basis?

No two days are alike in my role, which makes it exciting and fresh. From tracing our customer’s journey with us at all interaction points, working with employees to know what it means to use a customer lens in all our processes and staying laser-focused on keeping ahead of the ever-evolving needs of our customers. Every single employee at FCT is connected to the customer and it is exhilarating when employees identify the difference between customer service and customer experience–that is when the magic happens! It’s not just front line employees, but every role in the organization plays a key part in delivering an exceptional experience.

How did you get on this career path? What contributed to your long tenure at FCT?

I came to FCT after spending several years working in many different areas of law as a law clerk.

FCT has provided me with an environment where I could explore my skills, creativity and passion for innovation and change. This led me to many different “careers” here, including legal, underwriting, sales, marketing and customer experience.

Every role is a journey that is yours to own, my growth is to the credit of the many incredible leaders I have worked with. I use a lens of optimism and show up every day with a learner’s mind and heart. I have taken key learnings from each manager that pushed me to be the best I can be.

What is your favourite part of the job?

Customers who take a moment out of their busy day to let us know what we are doing well and what we could be doing better. We use their feedback and perspective to collaborate with our employees to move us forward.

Which accomplishment at FCT are you most proud of? What are you most excited to work on?

Tough question, but I’d have to say the initiatives that put our customers at the center of our decision-making are the proudest moments. Recently, we launched a brand new customer experience program that is rolling out to every single employee across the organization within the next six months. It includes activities that will take us beyond the next few years.

With customer’s expectations being higher than ever before, it is imperative that every employee knows how integral their role is so they can positively enhance and create exceptional experiences for our customers. After all, without customers we wouldn’t be in business. Excellent customer service is table stakes so our focus on customer centricity will create end-to-end solutions through working collaboratively together and always putting ourselves in the shoes of our customers when developing products or solutions.

Do you have any questions for Tanya? Share them in the comments section!


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