CASE: Developing HSL's Customer Service

"We have already noticed in a short time that people's ways of thinking and acting have changed!" – Developing HSL's Customer Service

HSL's organization was reformed in the spring of 2022, and as part of this change, the operations of the Customer Service Unit also had to be developed. Unit Director of the Customer Service and Sales Unit Eija Jalo says that from the beginning, a partner was wanted in the change. MTTC was selected as a supplier through tendering: "We compared different service providers, and after we had met several providers several times, we were convinced that MTTC is the one best able to fulfill our wishes. MTTC had the most concrete and up-to-date grip of the providers, and the proposed coaches assured us of their abilities. As a whole, the team had an energetic and goal-oriented way of working, and the whole thing was clearly thought out for us."

"With coaching, we wanted to find ways to develop the customer experience and service offering," says Service Manager Vuokko Viljanen. "We were looking for a partner who activates people to renew their thoughts and find new insights to support their own work and achieve the group's goals."

MTTC and HSL's Customer Service and Sales unit implemented a cooperation project related to the development of customer service in 2022-2023. The coaches in cooperation were MTTC's Janne Kolehmainen and Johanna Vilkuna, with the support of project manager Joshua Moorrees. During the project, customer service personnel were trained in personal, instructive, smooth and effective customer work.

"Our expectations were met really well. We received various tools to support thinking and discussion, and at the same time, the joint discussions were the most rewarding content of the days. We also got to concretely practice customer service situations in a safe environment. Through the program tailored to us, we were able to use the lessons in everyday life and pay attention to them consciously. Through gamification, we were committed to putting the theory into practice outside of the coaching situation as well," Vuokko describes our journey together.

Overall, Eija and Vuokko and the rest of the customer service team are very satisfied with the cooperation. "We have already noticed in a short time that people's ways of thinking and acting have changed. At the beginning, we received comments that this is nothing new, but still, after each individual training session was over, everyone stated that they had received something new and useful for themselves. People's opinions and at the same time the unit's common ways of thinking have changed along the way," thanks Eija.

The experience created by MTTC is also praised. Vuokko highlights in particular that she had "the feeling that the coaches created a safe and relaxed atmosphere where it was easy to dare to be involved and participate. The training days gave energy and didn't take it away."

"I myself participated in every coaching session of every coaching group, and every time I got something new for myself!", laughs Eija. "Furthermore, I would like to especially thank the steering group work. The activities had clear frameworks, and what was agreed upon was always followed through. I never had to worry about what was going to happen, and I also felt safe and clear as the buyer." 

"If someone is wondering whether to buy MTTC's services, I just say buy," states Eija directly when asked about recommendations. Vuokko opens up her own reflection further: "You show genuine concern for your customers, and the coaching felt personal the whole time. It didn't remain passive listening, but the work was done together. It has been particularly wonderful to see that the issues covered in the coaching have come up in everyday life, and they have been brought up, for example, in goal and development discussions. So I can definitely recommend working with MTTC.”  

"It was eye-opening for me to see how great and important work is done in HSL's customer service. HSL's customer advisors help and know a really wide range of things, and in addition, the team enthusiastically participated in developing their own work and developing their own relationship with their own work. It was great to support this", MTTC's Janne describes his own experience of cooperation. 

Thank you Eija, Vuokko and the entire HSL customer service team!   

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