No robot

Text: Michael Kirkeby Photo: Freddy Billqvist

“People should feel like they’re communicating with a real person, not a robot. When they realize I’m a human, most of them calm down. When you think about it, it’s actually incredible how positive attention can have an effect on others.”

Sara Petric knows what she’s talking about. Along with her colleagues at PostNord’s customer service in Copenhagen, she’s in charge of answering questions received via social media platforms like Facebook Messenger, Twitter and Trustpilot. 

When she began two years ago, there were about 30 questions an hour. Now that number has increased to 70. Nine times out of 10, people are friendly with questions about their delivery or just want to chat, especially older people. The last 10 percent can be a bit less charming.

“Then it’s important to de-escalate things and signal to them that you’re taking them seriously, even if they’re writing in all caps and using tons of exclamation marks. It can be a challenge when you’re just writing and not speaking with people. My advice is to be personable in your writing; it doesn’t matter if you have a few spelling mistakes here and there. It has to feel like you’re being honest and genuine, that’s what’s most important.”

“I like talking; that’s no secret and I don’t exactly whisper either”

Sara’s good friend Jonas suggested the job at PostNord after high school, and when she starts studying to become an accountant, she hopes to continue working here part-time.

It was easy to begin working this new job, she explains, because the department has a great sense of community and everyone helps one another. It’s also easy to talk to everyone, which is possibly just as important to Sara.

“I like talking; that’s no secret and I don’t exactly whisper either. Although there are sound screens between our desks, my colleagues say they can hear me from the other side of the office.”

She isn’t surprised. Sara was born in Denmark to Serbian parents and her father in particular was born with the gift of being able to talk to anyone.

“I got it from him, I’m sure of that. Maybe it’s because we’re really interested in others. I’m probably one of the few people who knows all of my colleagues’ names here. It just comes naturally to me. I even know the names of the cleaners and the people who work in the cafeteria,” says Sara with a laugh.

She thinks it’s “super sad” to get into a subway car in Copenhagen and see everyone just sitting there, looking at their phones, or isolating themselves behind headphones. 

“It’s just so sad. I love getting to know new people. In a way, that’s also what my job at customer service is about, and that’s probably why I like it so much.”

Sara Petric
Position at PostNord: Works with customer service in Copenhagen.
Closest colleagues: Helle Gudio: “My manager. She’s thoughtful and funny, and she’s good at energizing us. It doesn’t get any better than that.” Jonas Wiberg Kriger: “My best friend off the clock and my best colleague. It’s thanks to him that I got the job. Thanks for that!” Hanne Knudsen: “Always helps me with those really complicated cases. That is so helpful.” Michael Schelde: “He has a great sense of humor, frequently picks up coffee, and sometimes he has candy at work.”