Institute of Customer Service Crown New Customer Service Champion

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Denise (Dee) Janes from Southeastern Railway has been voted Customer Champion 2011 by the Institute of Customer Service.

Denise (Dee) Janes from Southeastern Railway has been voted Customer Champion 2011 by the Institute of Customer Service.

The Customer Champion competition is held during National Customer Service Week- which is owned and managed by the Institute - to find customer-facing employees who deserve special praise for the service they deliver. Dee beat off stiff competition from more than 200 entries to be crowned champion.

She was nominated by her colleague Eugene McConlough, who was delighted to have the opportunity to highlight the great work Dee does every day with Southeastern’s customers.

“Dee knows her customers extremely well and always goes the extra mile to assist them. Her positive and friendly manner doesn’t go unnoticed by customers who regularly take the trouble to tell the station’s management team how good she is. So far this year she has received 16 customer recommendations.

“Nothing is too much trouble for Dee and she recently organised a charity event in the station car park and donated the £700 raised to the local Community Association.”

Institute chief executive, Jo Causon, commented: “Dee is a perfect example of someone who puts the needs of customers at the heart of everything she does. She is a credit to her employer and a role model for all professionals working in frontline service roles.

“Customer service needs to be on the agenda at the very top of an organisation for it to work well on the front line. Organisations that understand and recognise this are the ones who will reap the biggest benefit.”

The Institute recognised excellence across ten UK regions. The regional winners were:

  •     Alex McGregor, Stafford and Rural Homes, West Midlands
  •     Nicky Collier, Lloyds Banking Group, North East England
  •     Issac Caruana, LV=, East of England
  •     John Callaghan, Prudential, Scotland and Ireland
  •     Lizzie Huckle, City University London, London
  •     Margaret Webster, Modern Housing Solutions, North West England
  •     Rowena Togni, Experian, East Midlands
  •     Helen Crosbie, LV=, South West England
  •     Mohammed (Mo) Shaid, Lloyds Banking Group, Wales and West of England
  •     Denise Janes, Southeastern Railway, South East England – overall winner.

Notes to editors:

About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead and raise customer service performance and professionalism.

It is the authoritative voice of customer service and a catalyst for all those whose focus is on the delivery of world-class service experiences.

The Institute is a membership body with a community of 350 organisational members – from the private, public and third sectors – and around 7,000 individual memberships.

About National Customer Service Week
National Customer Service Week is owned and managed by the Institute of customer service and is the world’s largest celebration of customer service. It takes place during the first full week of October every year. It is a chance for organisations to highlight the importance of customer service within their organisation and to show their customers that they are serious about the service they provide.

Customer Champion 2011
The Customer Champion competition is run annually to coincide with National Customer Service Week. It is designed to recognise and reward employees who go the extra mile to provide great customer service. Nominated by colleagues, ten regional UK winners are chosen from which the overall Customer Champion is chosen.

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Fiona Brunning
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