Interview with Hygienepassport.fi customer service representative Aleksi Nurmi-Vesala

At Hygienepassport.fi and Osaamistehdas Oy, customer service is in the capable and cheerful hands of Aleksi Nurmi-Vesala. He joined Osaamistehdas a little over two years ago, and in that short time, he has become an essential member of the team. Both customers and colleagues alike turn to him for help. We sat down with Aleksi to talk about his work in customer service and to get his tips for preparing for the hygiene passport test.

1. You’ve been working as customer service representative for over two years now. What is most important to you in customer service?

Helping and guiding customers. Nothing is better than being able to resolve a customer’s issue, whether it’s giving advice, answering questions, or solving a problem.

2. What are the most common questions customers ask regarding hygiene passport tests? How do you respond to them?

We get a lot of general questions about the hygiene passport test – for example, what it is, how to get one, and how to study for it. Based on those questions, last spring we completely rewrote our Frequently Asked Questions page to ensure it actually reflects the questions our customers ask the most.

3. What is the most important advice you give to customers regarding preparation for the hygiene passport test?

Study and prepare well in advance! It’s always a good idea to learn the basics of food hygiene before taking the test. We offer several different ways to prepare, and I recommend choosing the method that best suits your learning style.

• Trainify mobile app: A game-like app that’s easy to use on your phone. It includes both theory material and practice tests, making studying almost effortless.
• Basic Facts of Food Hygiene book: If practicing with an app doesn’t feel natural or if someone prefers reading theory from a physical book, I recommend purchasing books from our online store.
• Online courses: For those who learn best by listening, I suggest joining our two-, three-, or four-hour online trainings. These are taught by food industry professionals and Finnish Food Authority –authorized hygiene passport testers, and participants can also ask questions directly during the session. Online training is especially useful for anyone new to Finnish food legislation and hygiene requirements.

And one last piece of advice: always check that your ID card is valid well in advance of the test! It must be official, valid, have a photo, and still be current on the test day. Too often, people realize their ID expired just a few days before the test.

4. What kind of feedback have you received from customers so far?

Mostly very positive feedback! I like to keep those messages and read them from time to time, especially on busy days. They remind me why I truly love this job.

5. What has been the most memorable customer experience you've had regarding hygiene passport tests?

Some customers, for one reason or another, need to retake the test several times. I always provide them with extra support and guidance, and I empathize with their situation. When such a customer finally passes, it feels like a victory for me too—it’s an absolutely wonderful feeling!

Of course, there are also times when customers call while upset or frustrated. The reason is almost never our fault, but we’re the ones who hear it. However, every single time it ends the same way: after they vent, they calm down, apologize for their tone, and thank me for listening. Only then do we take care of the actual matter. These experiences always stay with me and warm my heart.

What is the most meaningful/lovely aspect of your work?

Definitely the customers and being able to help them. But I also have to say that without my wonderful colleagues and such a supportive team, the situation would be very different.

What is a hygiene passport and how do I get one? How do I order a replacement hygiene passport? I need help registering for a test!

Read the answers to frequently asked questions, or get in touch with our customer service directly!

You can also receive additional support and advice about the hygiene passport directly from Aleksi and the rest of the Osaamistehdas team at our Helsinki office. Please always contact us in advance by email or phone before coming to the office!