“Customer service is not about processes, schemes, KPIs, or procedures. It is primarily about people,” Sylwia Walterska, Senior Business Manager Customer Service and Operations, explains.
Every day, a team of over one hundred customer service and operations professionals ensures that the customer is at the center The center of attention, the center of operations, the center of interest. These people prove daily that a company that is starting to conquer the local energy market is setting new standards.
What is the key to excellent customer service?
- “You probably don't expect this answer, but it doesn't exist. But nothing is lost”, Walterska says.
- “The team proves that these doors can be broken down. Together with the commitment and passion of the teams: telephone and electronic customer service, complaints, metering and invoicing, debt collection and settlements, switching, contract management, customer study, and customer service quality is key to the fact that Fortum in Poland being the undisputed leader in customer service in the energy industry”, concludes Walterska.
How to do it?
“Every day, we all form opinions about various companies, products, or services. These opinions then shape our attitude, loyalty, and attachment to the company.,” she says, before elaborating further.
“Their opinions are collected, analyzed, and transformed into specific actions. Our team in Poland is not indifferent to any signals of dissatisfaction or satisfaction. Our emphasis is on an individual approach to each case,” she says.
Above all, treating the customer as a partner allows the team to achieve success at the national level.
“The customer is listened to, and their case is not just another task to be completed. It is primarily an impulse for discussions, actions, and projects that improve processes. It’s a win-win for all parties,” Walterska highlights.
Our colleagues are not indifferent to external indicators and studies. A good example of this is the NPS indicator, which achieves positive values, significantly exceeding the values on the local energy market.
Achievements
The customer service team in Poland has once again won the prestigious Customer Service Quality Star 2025 award. The award is presented by the Polski Program Jakości Obsługi (Polish Service Quality Program), organized by Grupa VSC. This program has been monitoring the level of customer satisfaction in Poland for over 17 years, identifying companies that excel in customer service based on consumer feedback.
This recognition is proof of the trust and appreciation of customers who value the team's professional approach to solving their problems. “Receiving this title for the second year in a row confirms that the team is shaping a new quality in the energy sector in Poland, setting new standards. Their commitment, patience, and ability to build relationships with customers, often going beyond standard duties, bring tangible results,” she states.
The team constantly raises its standards, ensuring that customers always feel supported and cared for. This award is a confirmation that their efforts are noticed and appreciated.
