Taina has been working at EuroPark for over 12 years. Her career has taken her from the customer service desk in a parking hall to the office environment, and along the way both her job and the industry as a whole have evolved significantly. Over the years, Taina has seen customer service change in a very tangible way – from busy at the counter to multi-channel customer encounters.
“I remember my first days at work very well: the hall was full, it was busy and there was a queue of customers. It was such a constant activity, moving from one situation to another and prioritising things. While you’re on the phone, there are several customers waiting at the counter. You had to quickly decide where to focus your attention. It was quite intense, but I really enjoyed the live customer encounters.”
Every day was different, but over the years there were also customers that stood out in particular.
“One of our regular customers was an elderly veteran who was a regular visitor to the city. It was always a pleasure to meet him and help him – and at the same time catch up with him,” recalls Taina.
Over the years, Taina gained experience in different situations and encounters with people, and a strong understanding of what customers really need: clarity, speed and a sense of being in control and being heard.
“I always try to look at each situation individually. Sometimes even a little flexibility can make a big difference to a client.”
Treating customers as individuals also highlights the human aspect of customer service. Not all situations are the same, nor is there a one-size-fits-all solution. “It’s about balance, combining different guidance, experience and situational awareness. Quality customer service is not just about responding quickly, a good customer service person is distinguished by the way they handle individual situations.”
Changing environment – same goal
Over the years, the customer service environment at EuroPark has changed a lot. Whereas customer service used to take place mainly face-to-face, nowadays service is increasingly multi-channel.
“Today, we provide customer service over the phone and through various digital channels. When a call comes in, the customer can be anywhere in Finland – you need to get to the point quickly. At the same time, parking as a service has evolved. We have moved from parking tickets, barriers and cards to apps and number plate recognition. It’s easier, but it also brings new questions from customers.”
In the midst of evolution and change, the core of customer service remains the same: people meeting people.
“When you know the targets and the situations, you can help quickly. And often that’s exactly what the client needs – someone to really help and get the job done,” says Taina.
A good team helps you feel comfortable
A long career in the same company does not happen by chance. According to Taina, one of the main reasons to enjoy working at EuroPark is the variety of work and, above all, the good team.
“There is a relaxed and knowledgeable atmosphere here. Things are constantly evolving, and that also means that you can develop and learn new things yourself. We have a lot of long-standing people, and colleagues are often asked for help – and you always get it quickly. And best of all, it’s really fun to work here, and the good team makes it a great place to work. The work is also stimulating and the days go by quickly.”
Quality customer service is not a single act, but a way of working. It is the ability to combine speed, expertise and situational awareness – and above all, the desire to help. “People are busy and stressed, but the way we approach each other, regardless of the situation, means a lot. With a positive and open attitude, you get a lot more and the other person is easier to meet. But the best part of the job is the moment when the client’s case is resolved and they are happy – that’s what is most rewarding,” concludes Taina.