Customer Service Award
For individuals or teams of staff
Coaches are a people business and we rely on our customer-facing staff to provide excellent service to our customers and passengers.
Really good staff teams and individuals identify what their customers want and ensure they get it consistently day in and day out: the winner(s) of this award really will go that bit further to provide sparkle and added value in delighting their employer’s customers.
In this category, we were looking for outstanding work in customer-facing roles over a sustained period of time by a team or an individual.
Winner, Gold Award
Julie Herbert - Carol Peters Travel
Julie Herbert began working for Carol Peters Travel in May 2002. Although given the job title of Office Manager, Julie also works 'front of house' in the company's Westgate travel shop greetings customers and helping with their enquires. Her other responsibilities range from planning itineraries and drivers' work, to motivating her office team and marketing activities including managing the website, daily updates to the Facebook page and weekly newspaper advertisements. What makes Julie really stand out is her caring attitude towards staff and customer, her outstanding customer service skills and the real difference she makes to the business on a daily basis. She has won several 'Pride of Thanet' awards for her great customer service and been responsible for bringing in significant additional revenue through her new marketing activities. She is loved by customers and staff alike and cares for the business as well as everyone in it.
The judges said that Julie is clearly dedicated to her job and her ability to reach new customers and given them products they want is clearly bringing benefits to the business.
Miriam Kent - Crosskeys Coaches
Miriam Kent is celebrating 50 years of working in the coach industry this year, the past six with Crosskeys Coaches based in Folkestone, Kent. As Tour Operations Manager, Miriam is responsible for the smooth running of the company's day trips and coach holidays, including liaising with suppliers, negotiating prices and setting timings for tours. She has sole responsibility for dealing with any complaints and also trains all the staff in the Folkestone travel shop. Miriam is described as being a colleague you can rely upon.
Fiona Bucksey - Hythe and Waterside Coaches
Fiona Bucksey started working as General Manager at Southampton based Hythe and Waterside Tours last September, though she has been in the industry for eight years. She oversees the private hire side of the business with account management and event planning being her forte. She has great organisational skills and customer service skills and can problem solve very quickly and efficiently as well as a great smile that customers love to see. She has created a good rapport with the company's clients and has achieved more bookings by the great service and very thorough in planning, so the happy customers reflect her great work.
Jacqueline Withey - Hythe and Waterside Coaches
After working for the company for 20 years, Jacqueline Withney became a director in 2002 and has built up the company by providing great service and offering value for money tour packages. She has always put the customer's needs first, and knowing what the coach industry can offer, has created excellent tours to meet and exceed the expectations of customers.
Who could be nominated?
This Award was open to individuals or teams of people employed in the provision of customer-facing services in coach companies and associated functions, including but not limited to:
- Telephone sales and enquiry offices
- Courier services and tour guiding
- Travel shops
- Customer service and operational staff at terminal facilities.
Nominees should have been employed in the function for a continuous period of not less than twelve months at 30 September 2016.
… and by whom?
We welcomed nominations from all eligible organisations, both of their own employees and of outstanding staff with whom they work in partnership or as stakeholders. Self-nomination is NOT appropriate for this category.
Criteria and Entry Requirements
The award was made on the basis of the quality of the submissions made, which need to set out:
- The length of service (for individuals) or time worked together (teams)
- The nature and extent of the matters for which the nominee or the team is responsible
- The consistency of the achievement by the team or the individual
- The special nature of the contribution made by the team or individual to the provision of outstanding customer service by their employer