The Customer Service team leaders meet at Gosselin headquarters
All of the team leaders from the customer service teams at our different branches came together at the Gosselin headquarters for a few days of training and networking. Jessica Deutschmann, Partner Relations Manager, looks back.
“The main goal of these four days was to see each other again after two years of Teams meetings, and work on certain topics together,” Jessica says. All of the visitors took part in ERP systems training, got insight on how to properly report data and were given tips to ensure data accuracy. There were also a lot of group discussions on how to make further improvements. “We talked about the Gosselin expectations for customer service and where we want to go with this,” Jessica explains. “In these difficult times, the dependency on stakeholders and possible delays are the new normal, so naturally we want to adapt to this situation.”
Soft skills were also one of the areas of focus. All of the team leaders attended a training session on productivity and how to set priorities or help their teams. “We did a role-playing exercise where we had to work together on solving small problems.” Every day of the program focused on building relationships. People from different countries and different cultures came together and talked about issues they all could relate to. “It’s the Gosselin magic of people coming together from all over the world,” Jessica smiles.
CEO Marc Smet gave the team leaders a personal guided tour and got the chance to meet all of the support services. “You almost never see the people from Marketing, Legal, IT, and so on. But we work closely with them on a daily basis, so it was nice to see them too.” Anne from Marketing made all the arrangements for the visit which went smoothly, and was a fun experience for all. “Anne did an amazing job and everybody enjoyed themselves.” The feedback clearly speaks for itself:
Agata K. – Customer Service Manager KGA-UK
“As a new employee, I felt really welcomed to the family and part of it straight away. The training was very well-structured and informative. I learned a lot from my colleagues at Gosselin.
“The four days we were away were very well-organized in terms of the accommodation, food and general well-being of each and every one of us. Anne couldn’t do enough for us and Belgian employees who came out to meet us were interested and gave us the impression they were happy to be there with us.
“It was one of the best external training programs I ever attended in my 25 years in this industry, so thank you for that.”
Cristian R. – Customer Service Manager Switzerland
“After the pandemic, it felt great to start with a visit to the HQ in Antwerp and sit down face-to-face with people we only knew from video-calls.
“There were some great training sessions that were given by members of the executive management team, including the CEO, which shows the open-door mentality at Gosselin.
“Last but not least, team leaders from every country were able to develop excellent chemistry during those few days which will certainly help improve collaboration across the footprint.”
Petr P. – Country Representative Czech Republic
“Networking at the team-leader level is extremely important and this is what makes Gosselin stick together as a team, making sure that our clients get the same standard of service across the entire footprint. At the same time, it was great to get a practical training refresher course at Gosselin’s headquarter facilities - warehousing, packing materials inventory, wooden crate workshops, new container crane, etc. This is how we know what we are offering to Gosselin clients.”
Justyna B. – Branch Manager Poland
“It’s been a very fruitful time that allowed us to improve both hard and soft skills which are of great importance when working as a team. The training program offered tools to stimulate individual performance while also ensuring standards are met and the entire team’s work can be optimized. And I don’t mean local team members only, but each and every one of us across the entire group. Also, the possibility to share knowledge, experience, and ideas through direct, personal contact offers tremendous added value to offline training programs. It really broadens our horizons and helps make the Gosselin team even stronger. A big thank-you to everyone I met in Antwerp!”
Marcia S. – Customer Service Manager France
“The training program was great. I’m still surprised and impressed by Marc and Marcel who took the time to train us and share their experiences and knowledge. Not every CEO will take the time to give employees a company tour or train them. It definitely made us feel special.
“Meeting and getting to know colleagues in person really enables you to build a team and boost company spirit and the dynamic between our offices. We’re all from different countries with different cultures and backgrounds, but we are all very enthusiastic and passionate about the moving industry.
“It’s also great to find that we’re still in touch after the training program, sharing our questions, our experiences and our struggles to improve our work.”
Lyudmila I. – Customer Service Manager KGA-BE
“In my opinion, this was the best investment. The days we spent there really helped to unite the team leaders as a true team and that’s very important, taking the upcoming season into consideration.
“From now on, any problems or tasks between branches will be sorted out faster and more smoothly.
“Top management achieved the main goal of empowering the team, making it a Team with a capital T.”
Emma W. – Customer Service Manager UK
“It was great to finally meet the customer service managers that I have been working with for so long. The training was informative and fun at the same time. I appreciated everyone giving their time to help us all engage with each other and enhance our development. I will certainly remember this for some time to come.”
Alexandra A. - Customer Service Executive Italy
"The best part of my experience in Antwerp was feeling part of a team that plays as a whole and treats you like family. I was surely enriched when it came to comparing the different managerial cultural approaches and had an in depth view of the company’s values."
Gosselin is a leading provider of international moving and destination services. Our clients are multinationals, relocation management companies, expats, diplomats, military personnel and private persons. With 56 offices in 34 countries, Gosselin has a strong presence in Europe, Eastern Europe, Russia, the Caucasus and Central Asia.
Gosselin is a division of the Gosselin Group that has its headquarters in Antwerp, Belgium. The company was founded in 1930 and employs a staff of 800 that generates more than 270 million euros in turnover.