”We have already noticed in a short time that
people's ways of thinking and acting are
changed.”
Eija Jalo
Head of unit in the sales unit
Eija Jalo
Head of unit in the sales unit
As part of HSL's reorganisation, the customer service unit had to be developed. Eija Jalo, Head of Unit in the Customer Service and Sales Unit, says that from the very beginning, the change required a partner. MTTC was selected as the supplier through a comparative process: ”We compared different operators and after meeting several suppliers several times, we were convinced that MTTC was the best able to meet our requirements. MTTC had the most aggressive approach and the proposed trainer was convincing. Overall, the team had an energetic and goal-oriented approach, and the whole was clearly thought out for us.”
”We wanted to find ways to improve the customer experience and service offering,” says Service Manager Vuokko Viljanen. ”We were looking for a partner that would activate people to renew their ideas and find new insights to support their own work and achieve the group's goals.”
MTTC and HSL's Customer Service and Sales Unit jointly implemented a project to improve customer service. The coaches were Janne Kolehmainen and Johanna Vilkuna from MTTC and the project was led by Joshua Moorrees. During the project, customer service staff were coached on personal, instructive, smooth and productive customer service.
”Our expectations were really well met. We were provided with a variety of tools to support our thinking and discussions, and at the same time the joint discussions were the most rewarding part of the days. We also had the opportunity to practise customer service situations in a safe environment. Through the tailor-made programme, we were able to apply the lessons learned in our everyday lives and also consciously pay attention to them. Through gamification, we were engaged to put the theory into practice outside the coaching situation,” Vuokko describes the journey together.
Overall, Eija and Vuokko and the rest of the customer service team are very happy with the cooperation. ”We have noticed in a short time that people's ways of thinking and acting have changed. At the beginning we got comments that this is nothing new, but after the coaching package was over, everyone said that they had gained something new and useful for themselves. People's opinions have changed along the way, and so has the way the unit thinks together,” says Eija.
The experience created by the MTTC is also praised. Vuokko highlights in particular that he had ”the feeling that the coaches created a safe and relaxed atmosphere where it was easy to dare to participate. The coaching days were energising and not draining.”
”I attended every coaching session of every coaching group, and every time I learned something new!” laughs Eija. ”I would also like to thank the steering group work in particular. There was a clear framework for the activities, and what was agreed was always followed. I never had to worry about what was going to happen, but also felt safe and clear as a commissioning body.”
”If anyone is wondering whether to buy MTTC's services, I just say buy,” says Eija when asked directly about recommendations. Vuokko goes further in her own reflection. ”You convey a genuine care for your clients, and the coaching felt personal throughout. It wasn't just passive listening, it was working together. It has been particularly great to see that the issues covered in the coaching have come up in everyday life, and have been raised, for example, in goal and development discussions. So I can definitely recommend working with MTTC.”
”It was eye-opening for me to see the great and important work that is done in HSL's customer service. The HSL customer advisors are very helpful and knowledgeable on a wide range of issues, and the team was also very enthusiastic about developing their own work and their own relationship with their work. It was great to be there to support this,” says Janne from MTTC, describing his own experience of the collaboration.
In addition to the references described above, we have carried out a number of different types of client projects, and we are happy to share the lessons learned with you.
Contact us to discuss further!
