Already three generations of heartwarming customer service 

Stockmann’s customer service team is there to help when customers have questions about product availability or delivery times, for example. At work, Stefan often hears customers’ fondest memories of Stockmann.

What do you do at Stockmann and how did you end up working here? 

I have worked at Stockmann for 22 years. At the very beginning of my career, I worked in HR, before moving to customer service in 2019 through the loyal customer service team at the time. My job involves responding to customer enquiries and helping them by phone and email. Typically, customers are interested in product availability and delivery schedules. My long work history gives me the confidence and expertise to answer just about any customer question. Some customers also want to share their memories of visiting Stockmann as a little girl or boy, which is of course wonderful.

What is the best thing about your job?

We have a house full of wonderful and really helpful colleagues. No matter who I am in contact with, everyone understands that the work is done for the customer. Another great thing is that our customer service team is trusted for its expertise. There are nine of us in the Finnish team and even more in the Baltics. 

Share one surprising thing your colleagues don’t know about you.  

I’m a third-generation Stockmann employee. My grandmother was a sales assistant in the women’s coat department at the Helsinki department store, and my mother also worked there during the summers. As a child, I got to ride in the famous paternoster lifts in the staff area of the department store, and I knew already then that I wanted to work here. I have always been a big music fan, and when I was younger, I used to walk through Stockmann’s record department on my way to school.

Your most memorable moment at Stockmann?

I remember Stockmann’s 150th anniversary celebrated at the Helsinki department store in 2012. I was working that day. The store had been transformed into a magnificent stage for the occasion. There were many distinguished guests and Karita Mattila performed for them. The event was such a success that it was difficult to get the last guests to leave the party!

What is the best way to wow customers? 

I dare say that our customers are truly special. They are loyal and care about what is happening at Stockmann. Even if a customer’s request seems minor to us, it is important to them because they have decided to contact us. The job also requires discretion: the customer may mention something in the conversation that is not necessarily related to the situation being discussed. However, it is always important to listen to what the customer has to say and serve them until the end.

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