Behind the scenes; Customer Service

“I like the fact that I’m in contact with new people every day”

At Forenom we pride ourselves with our outstanding level of customer service. We are committed to giving our entire customer base the best, and the person taking care of everything in Sweden, is Beatrice Strindlund at the Swedish Head Office in Stockholm. We sat down together and she explained the most important skills to have when you work with customer service.

-Working in customer service is a direct link between the company you work for and the clients and guests. You have to enjoy multitasking, have great communicating skills, be organized and patient, she says.  I’m not always organized when it comes to my desk, however, keeping my work organized and up to date is very important to me.

 

Friendly woman from customer service sitting at a desk looking up and smiling

“A happy day is when you’ve had a big challenge”

Customer service is the support we offer our customers — both before and after they buy our product — that helps them have an easy and enjoyable experience with us. It’s more than just providing answers; it’s an important part of the promise our brand makes to the customers. And it’s a critical to the success of our business. She continues;

-The first thing I do when I come to work in the morning is checking the mail for urgent bookings or special requests. I answer our customer service phone and receive all bookings coming in through our partner sites, phone or email. I make sure that we are active on our partner sites, handle payments and try my best to simplify the work load for the service team. I am in daily contact with the service team regarding everything related to our guests, which includes everything from a request for an extra pillow to extensions of their stay, time of arrival or any delays.

 

“I like the fact that I’m in contact with new people every day”

Beatrice is really good at her job and I can see in her eyes that she truly enjoys working here. I want to know what makes her happy in a day filled with customer service.

-I like the fact that I’m in contact with new people every day. My work is to help other people and make them happy. I like to organize things and I like it when you see a clear result of your actions. A happy day is when you’ve had a big challenge where you had to think outside the box, or when we have had loads of new booking requests or when you received a confirmation for a very long stay or larger booking. I like it when it’s busy!

 

It’s no surprise that as today’s social, mobile consumers have grown accustomed to getting what they want, when they want it, their expectations have risen accordingly. In the past, people chose which companies they did business with based on price or brand, but today the overall experience is the driver. So what is Beatrice tips for the future Customer Service Representative?

Working in customer service isn’t always easy, it can be stressful, daily contact with other people and customers may include unhappy conversations as well as satisfied and happy conversations. It may not fit everyone but it is definitely a fun and challenging work.

Thank you Beatrice for your world-class customer service!

Forenom, your home away from home.