Telia is upgrading its outlets: solutions not yet seen in Lithuania

Products presenting themselves to a buyer but not products' labels. Employees approaching customers but not customers approaching employees. Phones placed on a table and without wires rather than locked behind a glass. These are the changes that await in Telia Lietuva outlets of the new generation, and the first one of such outlets is opened today in Šiauliai.

'We have started setting up new generation customer service outlets in all Telia countries at the same time - from Šiauliai to Gothenburg. The first and foremost goal of this upgrade is to be even closer to our customers, providing them with even better experience and letting them to directly test all the innovations by themselves', says Giedrė Kaminskaitė-Salters, Head of Direct and Digital Channels at Telia Lietuva.

Cosy and modern Telia outlets of Scandinavian design will stand out for their simplicity and clarity. The development of their concept focused on a refined, clear communication, and layout of goods and services, so that customers are able to easily navigate and find what they are looking for right after entering the outlet.

The most noticeable change is the customer service space moved from the corner of the outlet: since now on, consultants will welcome, advise customers and handle other issues at a spacious desk located at the very centre of the outlet. According to G. Kaminskaitė-Salters, this decision was made in order to make communication with customers even closer.

'Good customer experience is the foundation to everything else. We can achieve this through direct communication with our customers only, giving them more personal attention. Thus, our service standards are changing from the essence. In the outlets set up based on the new concept, employees will be the ones to approach customers instead of customers approaching employees' - says the manager responsible for customer experience at Telia Lietuva.

Yet another innovation is removal of labels containing technical product description from screens of such goods as phones, PCs and tablets. Instead, the key information on these goods and their prices will be provided on their screens, while Samsung devices will interactively introduce themselves to customers once customers lift them. This is the first time when such innovations are introduced in Lithuania.

This year, Telia Lietuva plans to upgrade three outlets in Lithuania. The opening of an outlet of the new concept in Marijampolė is scheduled in November and a renovated outlet will be opened in Vilnius, in the shopping centre BIG, in December. The upgrade of other Telia Lietuva outlets is planned gradually over the next year.

Telia Lietuva already invested a total of EUR 1.2 million in improving customer experience this year, of which investments in setting-up outlets of new generation amounted to around EUR 300 thousand this year alone.