A snapshot of life on the frontline in our Vodafone stores

I started working for Arcor (which later joined forces with Vodafone) in 2002, as a student, and enjoyed it so much I didn’t want to leave. I continued on as a full-time sales agent after I’d finished studying, and in 2009 when Vodafone and Arcor came together, I was warmly welcomed into the mobile world.

I have been a senior sales agent since 2013. In that time, I have become a parent, been on parental leave, and changed location several times. However, since 2016, I have worked at the Krefeld branch with a super team of colleagues. Our work environment is very dynamic, and the opportunity to meet new people over and over again and help them with their concerns is extremely rewarding.

I love the variety and diversity of my job. There are always technical challenges I have to overcome, and while the focus is, of course, on sales, the approach we take varies depending on the customer.

The role

I currently work in our branch offices, and am responsible for selling mobile communications, Internet and TV products. I need to stay completely updated on all our products so that I can give customers optimal advice. Also, as an Apple Champion, I am responsible for all Apple product-related questions - I am very tech-savvy, so both customers and my colleagues are happy to come to me for any IT or technical questions.

My job also includes maintaining and designing the product presentation in the store, and helping to train new employees to get them started. 

I am particularly proud of the regular positive feedback I receive from customers. Many people come into the store desperately as a last resort when they have struggled to solve their problem via our hotline, and it is always a big challenge to calm down an angry customer! Thanks to the many de-escalation trainings I have completed over my many years at Vodafone, I am always able to handle these situations confidently, and I welcome feedback from my customers. It’s important, because it helps us to make continuous improvements in service.

A customer that stands out in my mind is a lady who was herself a data protection officer. She had lost her phone and unfortunately did not know her password, but luckily was able to authenticate herself with her ID.  With the help of an old cloud data backup, I managed to restore almost all her data, as well as locate the lost device for a short time. We didn’t find the device in the end because the finder switched off that function, but we deleted the device from the account and set it so that all data on the device is immediately deleted after switching on and connecting to the Internet.

The customer was very enthusiastic about my service! There was a lot of praise, and she sent me flowers! It was a big challenge to resolve the situation so quickly and efficiently, but her gratitude more than made up for the stress. Such experiences show how important it is to go beyond technical knowledge in customer service in order to offer real added value.

The days go quickly!

When my team and I arrive in the morning, about 15 minutes before the store opens at 10am, we briefly discuss our goals for the day (e.g. new promotions and tariffs). Then the majority of our day involves active customer service: helping customers choose phones and tariff plans, and signing off their contracts and advising on accessories to purchase. We check inventory and the product displays regularly too. Sometimes, we use the UCT tool to advise customers by telephone and possibly make appointments on site.

There are also opportunities during the working week to participate in special sales campaigns that increase motivation and strengthen team dynamics, and attend internal training courses. Vodafone is always investing in innovation and projects that enable all of us to stay at the forefront of technology, and it’s that dynamism and constant change that keeps me enthusiastic and motivated about my work every day.