- The finalists in the first Pride of Jersey Awards have now been decided
- Over the next fortnight the chosen three in each category will be revealed
- Today, we announce the Customer Service Employee of the Year finalists
THIS award is to recognise a person or company which consistently offers outstanding levels of customer service.
Tomorrow: Meet the finalists in the Volunteer/Fundraiser of the Year category
The winner could be anything from an outstanding call-centre team to an individual working in a large store. It may even be a one-man-band business which goes that extra mile, or an individual in a small store who offers something different and helps bring a community together.
Word spreads fast in Jersey, particularly about those businesses that get things wrong. This award is for those who go that step further in order to make sure that their customers are happy with the service they receive and want to keep returning.
Meet the three finalists:
Denise Heavey
Parish: St Helier
Place of work: Café Jac
Nominated by: Marta Stosio, George Robertson, Adrian Goldsborough and Telmo Melon
NOMINATOR: Adrian Goldsborough
What makes Denise Heavey, the manager of Café Jac at the Jersey Arts Centre, different from others working in customer services?
‘It is the passion Denise has for her job, and to deliver a 100% customer service at all times even when she is very busy.
‘She never fails to make everyone she meets feel very special and welcome.
‘She also makes the time to speak to people, a quality which I think is missing in the customer service industry in Jersey.’
Can you tell us something about her that not many other people will know?
‘If she wasn’t helping and serving people, Denise would want to be looking after animals as she’s got such a good heart and she is such a big softy.
‘Her perfect job would be looking after stray animals.
‘And she has a house rabbit, a white fluffy bunny she calls Rex.’
What would you say is Ms Heavey’s best achievement?
‘This is a really hard one to answer.
If you asked her the same question, she would say it’s living in Jersey and that she is happy with her life, but then she’s a very humble person.
‘But for me it’s what she does for the community every day and the effort she puts into it.
‘And it is what she does every day as a manager who is firm but fair and has the respect of her staff and the customers.’
NOMINEE: Denise Heavey
What does it mean to you to have been nominated for a Pride of Jersey award and to have received the backing of the public to reach the final three?
‘I feel truly blessed and overwhelmed to be put forward by my customers and team.
‘I work with some fantastic, talented people from all walks of life who inspire me to be a better person.
‘I have great relationships with my team and am passionate about training to develop and give the opportunities to others that Jersey has given me.
‘Our customers are truly amazing, they make it easy to interact in a friendly and professional manner so we create a relaxed atmosphere that we all want to be a part of.
‘The position I have feels worthwhile and the job I do makes me have a smile on my face.’
What would it mean to you to win a Pride of Jersey award?
‘Winning a Pride of Jersey Award would mean the world to me.
‘I have worked for some fantastic managers and in amazing teams, in local businesses who inspired me to lead by example, work hard and follow your dreams.
‘Through my 12 years of hospitality I have worked my way through the ranks, and been very privileged to meet incredible people who have helped me to use the fantastic training opportunities that Jersey has to offer to develop my skills.’
Richard Tanguy
Parish: St Helier
Place of work: Big Maggy’s Bike Store
Nominated by: Colin Gully
NOMINATOR: Colin Gully
Can you give an example of how Richard Tanguy, a bike salesman, may have inspired others?
‘The importance and courtesy of listening to others and responding accordingly is a simple trait but all too often forgotten.
‘I am sure Richard inspires his fellow cyclists to achieve their very best, although I would be too far at the back to see this happen.’
What was it about Mr Tanguy that made you want to nominate him for a Pride of Jersey award?
‘Aside from the daily commute, I hadn’t done any serious cycling for 20 years or so, and recovering from a double cancer diagnosis and treatment, I decided it was time to reward myself and invest in a quality racing bike.
‘Big Maggy’s bike shop was recommended and from my first visit Richard showed a genuine and sincere interest in my quest.
‘After an initial conversation outlining what I was looking for and what was available in the market, Richard suggested setting an hour or so aside to take measurements and look in detail at a few different bikes.
‘There are times when the personal connection seems just right, and this was clearly one of them.’
Is there anything else you would like to add which you think might help the judges in reaching their decision?
‘In the current world of internet shopping, which I don’t subscribe to unless an item is unavailable in the Island, Richard’s high level of customer, after sales and personal service is priceless and that is certainly a very big point for me.
‘These guys have to make a living as well, and this degree of service deserves a mutual level of support.’
NOMINEE: Richard Tanguy
What does it mean to you to have been nominated for a Pride of Jersey award and to have received the backing of the public to reach the final three?
‘It just makes you realise that all the time and interest you invest in helping people in an environment you know well, has not gone to waste.
‘So often, even if things have gone really well and I’ve helped someone to get something that is exactly what they need, there is only ever the expectation for it to be right.
‘Often, you only get customer feedback when things go wrong, so hearing that on the whole, Colin thought I gave a positive, helpful and accurate service, is a really rewarding thing.
‘And to hear that it’s the public who voted for me to make the final three, is a massive reward by itself.’
What would it mean to you to win a Pride of Jersey award?
‘I would continue to treat customers and individuals the way I currently do, but try to improve and work even more on making everyone feel important and to give them the best experience possible.
‘I love bikes. And telling people about about what you love is far from difficult.’
Florina Raileanu
Parish: St Helier
Place of work: Boots
Nominator: Sandra Cameron
NOMINATOR: Sandra Cameron
What was it about Florina Raileanu that made you want to nominate her for a Pride of Jersey award?
‘I first met Florina a couple of years ago at the Clarins counter in Boots. Sometimes it is difficult to know what products are right for your skin at different stages in your life, and she took the time to discuss the different options, what my lifestyle was like and actually listened.
‘Since then I have always gone back to her as I feel that I get an honest opinion, and there is no pressure to buy an expensive product that might not be right.
‘Florina discovered that I ran a charity and immediately offered to hold a fundraising event which raised around £200 for the charity.
‘Even if I am just walking through Boots, not visiting the Clarins counter, she will always say hello and have a little chat.’
Can you give an example of how Mrs Florina have inspired others?
‘I am sure with her caring attitude Florina has inspired her work colleagues to have a positive approach to their career.
‘I have noticed that she is quite happy to help when a colleague has asked, or when she has noticed that they may need assistance.’
Why should Jersey as a whole feel proud to have Mrs Raileanu working in the community?
‘Florina is a great advocate for good customer service, with her friendly smile and gentle manner.
‘I feel that not only Jersey should feel proud, but also Clarins should be proud to have Florina as an ambassador for their products’
NOMINEE: Florina Raileanu
What does it mean to you to have been nominated for a Pride of Jersey award and to have received the backing of the public to reach the final three?
‘Firstly, I would like to take this opportunity to thank Sandra for thinking about me when she made the nomination.
‘I feel very honoured and excited to be one of the nominees and it is always a great feeling when you see that more people than you would think know you and trust you and your advice.
‘It was an even more amazing surprise to know that I made it to the final three, and this shows that hard work, commitment and dedication pay off through the support you get from the public.
‘Thank you to everyone who took a minute to place a vote.
‘I feel very grateful and proud that so many people voted and I will keep doing what I do best: give all my attention to every single customer and the best advice, as I know how important that is to every single one of us.
‘Having the backing of the public is a huge achievement and a valuable asset, as without them we are not able to perform, to improve ourselves or to realise just how important we are to them as well.’
Anil Mookoni, director of Infrasoft Technologies Jersey, is passionate about customer service.
He said: ‘Our ethos is based on championing customer service.
‘We have always worked very hard to improve our quality in order to make sure that our services are centred on our customers.
‘It is so important that the customer feels comfortable, and we want to promote that.
‘That’s why this category is a perfect fit for us.
‘The winners need to be very customer-centric.
‘They must also understand what the customer needs, taking that extra step to make the customer comfortable.
‘All these factors a important in making the customer want to come back.
‘We would look at someone who cares, who takes the extra step to please the customer and deliver what’s wanted.
‘Also, the winner can be any type of business – small or large. In a small organisation there is a connection and delivery is consistent.
‘Big companies need to work even harder to make sure every one of their customers gets that personal and local touch.’
