Urmas Kõiv: teenindajatesse investeerivad rohkem suuremad ettevõtted

·11 min·1 clip

Urmas Kõiv explains why larger Estonian companies invest more in service staff while smaller ones treat it as a throughput.

The episode features an interview with Urmas Kõiv, focusing on investment in service staff within Estonian companies. Kõiv notes that larger companies understand the importance of service quality, while smaller ones often treat it as a throughput due to unstable business conditions. He points out a wage disparity: service staff average 1200-1450 euros brutto, sales specialists earn 1300 to 3000 euros, and IT sector salaries exceed 3000 euros. Kõiv suggests that service work becomes more valuable when staff can create emotional connections with clients. He recounts a story of a legendary service star whose clientele moved with her to a new workplace. The discussion references a media conference at Tallinn University, emphasizing the need to track what clients produce daily. Kõiv contrasts service with client experience, explaining that client experience involves a 360-degree view of the client's feelings and perceptions. He mentions that Finland focuses on creating positive client experiences rather than just service. The episode touches on the concept of 'service fire,' where some staff are passionate while others seek to leave service roles. Kõiv concludes by noting the importance of strategic thinking about client experience in companies.

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