Silvia Goñi: “We are all customers on a daily basis and we all want the absolute best”.

Silvia Goñi has been working in the Integralia team for almost a decade. With a degree in Business Administration and Management from the UPNA, this Pamplona native always strives to give the best in her day-to-day work to her customers in the Customer area. 


When did you start working at Integralia? 

Since January 2013, but it seems like yesterday was my first day. At first I thought they weren’t going to take me on because of the language level test they gave me after the first interview. They called me on the phone and… It was terrible! They were testing me while I was doing the shopping. My trolley was full, I couldn’t hear well and I was nervous. I felt it was the worst test of my life. But, it wasn’t that bad because I got the job.

And what was that first day like? 

I don’t remember. I guess I must have been nervous about meeting all the colleagues and starting in a new position. I joined to replace Saioa Lana on maternity leave, so during my first few weeks I was glued to her to learn all the tasks she was doing.

What was your most unusual day at work?

When the state of alarm was declared because of Covid, it was all fear and confusion! Now that time has passed it doesn’t seem so bad, but at that time we had a lot of ignorance and confusion.


Which part of the company contacts you the most?

All of them in general and none of them in particular. In a company there has to be communication between all areas. Although I am very clear about who I bother the most, the “lucky” ones are the warehouse, manufacturing and purchasing.

Part of your work in customer service is linked to empathy, to putting yourself in someone else’s shoes in order to offer them the best service, how do you prepare yourself? 

I try to visualise it every day. Although it is difficult to put yourself in someone else’s shoes, I don’t think I find it complicated. I believe that in the end we are all customers in our lives and we want the best, that is my job for Integralia’s customers.

Are there any thanks for this “giving the best”? 

Monthly surveys are carried out to measure the satisfaction of the company’s customers. When you are cited for good, it is always appreciated, you feel that your work contributes to someone. At that moment you realise that you are valued and it encourages me to keep improving. 

In your day-to-day work, is there room for innovation?

All areas of Integralia are governed by a phrase: “there is always the option to continue innovating and improving”. However, you may think that customer service is what it is. When you start to get to know the team better is when you realise that you are living in a continuous change. The department has been restructured with new equipment and procedures, which we continually test and check. 

You will often need a good dose of calm and tranquillity in your day-to-day work. How do you learn patience? 

With patience. There is no other formula and there are no shortcuts.

And mistakes, are they good for something? 

For a lot. Very much so. On a day-to-day basis, you often remember what went wrong and try not to repeat it.

What is your favourite thing to do on a daily basis?

All the tasks related to customer service.

And what do you dislike the least? 

There is nothing I particularly hate. I think it’s the moments, not the tasks.

What is your favourite work tool? 

It seems unbelievable, but if you think about it with a 50-year vision, it is indisputable: the computer. You use it many hours for many different things, from communicating to counting the inventory of materials in the warehouse. I find it exhausting to be in front of the screen continuously all day long, but I couldn’t survive without a computer.


Do you have any surprising skills? 

None, and I don’t consider myself the best at anything. I may have characteristics that stand out from some people, but I think I’m worse than many others. I think it’s self-defeating and self-centred to believe that you’re the best.  

A phrase that you like and that guides you in life? 

Every cloud has a silver lining.

What do you do in your free time?

 I enjoy my family and friends. I love to go on bike rides, I like to read and I enjoy socialising a lot. Those are the basics. Then I always try to do some sport, at the moment I’m swimming. This September I’ve set myself the challenge of trying paddle tennis.

Can you recommend a recipe?

My recipe? I only get as close to the kitchen as I need to survive. If it doesn’t have to be from my kitchen, any dish prepared by my mother.

What to drink?

At home, always water. But, if I have to go out, white wine.

What is your favourite technological gadget?

My ebook.

What accessory could you not live without? 

I need to know what time it is, so a wristwatch is a must for me.

What would you like to invent? 

Teleportation. When I’m exhausted and have to commute, I dream of being able to open a portal, walk in and arrive at my destination. I think that would be fabulous. More seriously, I would like to find a cure for Alzheimer’s disease.

What series have you watched lately?

I prefer films. Although I did enjoy the last season of La Casa de Papel.

Where do you like to sit in a minibus? 

I prefer to sit at the front and, if possible, without strangers next to me.

What film would you watch on a minibus journey? 

Forrest Gump’, I’m one of those who believe that life is like a box of chocolates.


And what would you eat during the journey? 

There is one essential that is never missing in my travel bag: Boca Bits!

What song accompanies you?  

One’ by U2.

Any travel essentials? 

Apart from buying Boca Bits, no. I don’t think so. I don’t think so (laughs)

Do you get motion sickness? 

Yes, when I read or surf the internet on my mobile. 

What do you do during the journey?

I play music and try to sleep, although I rarely manage to do so.

What was your longest minibus trip?

A tour of Austria, Hungary and the Czech Republic.

Do you have a destination in mind? 

I don’t care about the place, as long as I enjoy it with my family and friends.

What is comfort for you? 

That when you find it, you feel comfortable and safe. Above all, I value social comfort, the comfort you feel when you are with people you trust.

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