The only constant is change. This is a sentence that I say over and over to my team. Customer Service demands a lot of elasticity and the ability to adapt to the constantly changing environment. Last events only amplified it and to keep up with the global trends, developing companies have to keep up. No one doubts the validity of customer service anymore, no one relays on automats or assistants in service points or shops. With customer behavior changing, we also have to change our attitude and service. We’re now talking not only about the client’s experience but also about the coherence of this experience. What does it mean? The client shouldn’t feel the difference in the way how their questions or problems are being solved, whether it’s a chat, e-mail, phone, or a conversation in a shop, and how the purchase takes place if it’s in a traditional store or online. Communication channels should not limit our clients, they shouldn’t compete with each other. The offline/online divide shouldn’t be visible. I have recently heard a client’s story who got a dress in a different color than the one she chose on the internet store. In the stationary shop of this brand, she found out that they can’t do anything because it was an „online order and they are not responsible for that”. How important it is to create a coherent message, and coherent customer experience and go out of our way to meet the needs of clients. This kind of situation can take place, but this answer never should. Swarovski has a new CEO, it’s the first time in history that our company with traditional family values is run by an outsider. I listened to his first presentation with great caution, where he mentioned his most important goals for the next few months of work. Alexis Nasard said that this product is a king for him, and the client is the queen. As someone who has been the head of Customer Service for three years now, I couldn’t agree more with that statement. While recruiting for Swarovski, I had good job-market opinions in mind and my love for the German language. This of course didn’t change, but something important for me came up. I always liked architecture, good design, and fashion. I have never before paid much attention to how important is the brand we work for and the products we take care of. My love for aesthetics shows in my everyday work. I hope that someday I will have a whole collection of our products… 
Every day, besides admiring our projects and products, I take care of the individual customer service branch – I can proudly say that we are the showcase of our company. Anyone who wants to gain more information about our beautiful crystal products or needs our help to choose one, buy one, or wants to find out something about our warranty – they contact us. Here you can find out many details about our new collection or get to know our loyalty program. We take care of our clients’ needs from start to finish and we make it so that they can quickly forget about their problems with buying or using our product. Over 80% of our clients are really happy with contacting our branch and how their problem got solved. Because our products are so close to my heart and aesthetic and using services or shops is our everyday life, my job is that more satisfying. I check out all the novelties about e-commerce and improving customers’ experience with great pleasure. I am very curious about what the future will bring for our industry and how all the companies will keep up with this crazy pace of change.
