Grzegorz Kinelski
Head of household customer service at Vattenfall Customer Services in Gliwice, Poland.
How would you describe your typical day at work?
The Household Customers Department (120 employees) provides sales and technical services to our one million retail customers in Poland. My work starts at 7 a.m. with a management meeting. Then I go through my emails and talk with my closest associates. The rest of my working day is mainly spent in different meetings. I often visit our customer service offices in Zabrze, Katowice and Wodzisław to meet with managers and employees.
Why did you choose to work with customer issues?
The job offers a lot of variety, and I enjoy working every day to meet customers’ needs and expectations. The job demands patience and the ability to control your own emotions – my previous experience with face-to-face customer service has been very helpful.
What is the most important consideration when meeting customers?
The most important thing is to know the customer’s expectations very well and to be aware of how they change over time. When you know what your customers expect from you, then you can really offer the right services.
What makes you most enthusiastic about working for Vattenfall?
Thanks to my work in Vattenfall, I’ve had the opportunity to see how customer service works in other countries, and I take advantage of my colleague’s experience. I know that by being open, effective and responsible, I can be a successful manager.
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