People 9
Making a difference in customer service
THE CUSTOMER Service Award was launched this year at the ACR News Awards and Disa Shearer from Logicool was the inaugural winner. ACR News caught up with Ms Shearer and asked her how it felt to be in the spotlight.
“It hasn’t properly sunk in,” she said. “It was a really, really good night, but I’m still speechless about it.”
What has winning meant to her? “It’s a good confidence boost,” she said, “and a great step in the right direction. “I’ve only been in the
industry for two years, so to win that award and be recognised is massive, it’s really good.” Things haven’t been plain sailing for her. “It’s been a big learning curve,” she explained. “I had a bad experience at a company I worked for previously, where a manager would stand over me while I was on the telephone and make me really uncomfortable. “When I started at Logicool, his reference included the comment that I shouldn’t be allowed near the phone. “But that comment was a really big kick up the bum to do something about it, and since then I’ve developed. Karl and Gill (Richardson, owners of Logicool), have been very supportive in everything I do, which has helped me develop myself.”
“We brought the poor reference to her attention,” clarified Mr Richardson, “and told her to ignore it as we had already heard her on the phone and there was very little to worry about.
“For us, it was about getting to the root of that confidence issue straight away. Disa has progressed partly because she
gets daily feedback – I have always tried to treat staff how I want to be treated.” “We have such a good team at Logicool,” agreed Ms Shearer, “and the ethos of the company is very customer- based.
“Every person in the team should have won that award in their own right. Everybody does their own thing that develops customer relationships, and as a team we communicate. And I think that’s what every office needs.”
What is the most important aspect of dealing with customers? “Building that relationship. It’s always nice to know somebody and while some people can be quite short, others like to have a laugh, and I like that. It makes the day go quicker, everyone gets on and we get the job done.”
What tips does Ms Shearer have for people who want to excel at customer service? “Above all, be honest,” she said. “After that, don’t be too pushy, but have a degree of assertiveness, too. “And finally, be approachable. If you appear to be too focused in getting the job done and not bothered about the customer relationship, the customer isn’t going to find you approachable. I think it’s important to get the balance right as everyone is different.” And what does the future hold? “I’ve just signed up for my Diploma level 3 in sales and marketing,” Ms Shearer said. “Then I want to take a year out of studying, get out and meet people, and then, depending on how that goes, probably go back to marketing.”
Visit ACR News online at
www.acr-news.com ACR News April 2014
Blue Diamond
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