Colleagues exchange experiences in Poland

A group of Polish Store Manager Trainees visited Customer Service Center in Radomsko to gain an insight into the department’s work.

During a three-day internship, the Store Manager Trainees (SMT’s) took on the role as Customer Service employees: They sat down behind desks, put on headsets, answered calls, gave advice and made customers happy.

One of the interns was Adam Kowalski (pictured), and to him the internship included several surprises.

“I did not know that our Customer Service Center supports all online sales in our company. When you get to experience our colleagues’ working spaces with three screens on each desk and five different programmes to service customers, you really appreciate the work they are doing,” says Adam.

Phone still important despite the internet

Michał Janisz (pictured with thumbs up), another intern, was especially surprised by a particular situation.

“After having spoken with a customer about mattresses for around fifteen minutes, the customer ordered a GOLD mattress online, without having seen the mattress in the store. This made me realise that the phone is still important despite the internet,” he says.

Rafał Kaliński underlines his colleagues’ positive attitude as one of the things that made the biggest impression on him.

“In spite of the many different tasks and constantly ringing phones, our colleagues are very helpful and extremely patient,” he says.

Benefits for everyone

The joy of new insights and experiences from the internship was also returned by the Customer Service colleagues.

“The barriers between the physical stores and Customer Service Center disappear when our colleagues in stores get a chance to experience our reality,” says Olga Flaszka, Customer Service Team Leader Trainee.

Her colleagues, Customer Service Team Leader Olga Matyja and Customer Service Supporter Ewelina Gaik, agree that the visit from the stores have been a positive experience.

“Our common workshops have helped us a lot in understanding the significance of the work we are doing,” says Olga Matyja.

While Ewelina explains: “We get the opportunity to learn in detail about our store colleagues’ work and ask them how they handle different situations. Apart from experience sharing, we also have fun. It is a great chance to get to know our colleagues.”