Store colleagues help out in Customer Service

In West Balkan, a fruitful cooperation between Retail and Customer Service has secured even better service for customers during the summer peak.

Like in other departments, Customer Service in West Balkan experiences busy periods throughout the year when the number of employees makes it a challenge to maintain the service customers are accustomed to during the rest of the year.

To ensure the best support, Marina Ivić, Customer Service Manager for JYSK West Balkan, came up with the idea to seek help from another department, particularly from colleagues who are well acquainted with the various customer requests they deal with daily: JYSK store colleagues.

The process from idea to implementation did not take long, and it resulted in a fruitful collaboration between the two departments, satisfied employees, and even more satisfied customers.

"When we were thinking about a solution for peak periods, I remembered my colleagues from Retail and thought - where else can we find better people for this than in the stores? Retail colleagues are excellent salespersons and individuals who are familiar with over 50% of the systems and processes we use daily in Customer Service," says Marina.

Short introduction and go

With the goal of providing high-quality service, an internal advertisement was published on MYJYSK, and the search for new colleagues began. With the help of HR, interviews were made, and three colleagues were picked out. In collaboration with their Store Managers, it is organised well in advance when the store colleagues help in Customer Service and when they are needed in the store.

The three store colleagues have been through a reduced introduction to Customer Service, because they are already familiar with JYSK practices and a significant part of the processes, which accelerates their adaptation to the new position.

Bruno Jarabek, Sales Assistant at the JYSK store in Osijek Jug, Croatia, has been part of the Customer Service department for the past few months, where he assists customers from Croatia.

"The entire experience of working in Customer Service turned out to be much better than I expected, especially when it comes to our team. We support and motivate each other. Although I already have knowledge of the assortment, products, and processes, there are still many specific situations and systems that I'm learning about," says Bruno.