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Recognising customer service

Newly-qualified optometrist and dispensing colleague receive accolades

29 Jan 2019 by Emily McCormick

A newly-qualified optometrist and a dispensing assistant have been recognised for their customer service skills with a Customer First Award.

The duo were among 21 Specsavers employees to receive an accolade at the awards, which are designed by the multiple to recognise exceptional customer service.

Optometrist Ross Kirk and dispensing assistant Martin Melrose work at the multiple’s Paisley practice and were put forward by their store director after a customer spoke to her about the service they had provided.

The customer had been in and out of hospital with a series of eye problems and had significant visual loss. She subsequently got her vision back, but was nervous about visiting the opticians. The patient said that the colleagues had made her feel comfortable and at ease.

Store director, Gail Thompson, said: “We get a lot of positive feedback on our website, but it’s very rare that customers actually ask to speak to a manager about good customer service and that’s the reason I nominated Ross and Martin for the awards. I could already see what they were doing, but I wanted them to be recognised on a more formal basis.”

Speaking about the accolade, Mr Kirk said: “I was delighted but quite surprised to be nominated.”

He shared: “I always keep in mind that the person I’m seeing could be someone’s mum, dad, brother or gran, and if my mum was having an eye test I’d want her to have the best possible service. With that in mind I try to make everyone’s journey through the store as individual as possible. Every customer’s different and I always put in effort for everyone.”

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