Several members of the team from Specsavers in West Bridgford have been recognised for their excellent customer service following the achievement of a Customer First Award.
An outstanding achievement
Optical consultant Nita Limbu received an Outstanding Award for consistently going the extra mile to help customers with their specs.
A pair of sisters were so impressed by Nita’s customer service and help with choosing the right frames that they emailed the store to make sure she was recognised for her hard work.
The customers wrote:
‘We both bought glasses at the West Bridgford store and were served by Nita. She was able to guide us through the whole process and made what seemed like a daunting task a pleasurable one. I was impressed by her skill in helping me choose the right style and her caring attitude and patience! I left the store feeling happy.’
Nita also received glowing feedback from a customer who had returned to the store with a fitting issue with her sunglasses. She was nervous to come back to the store with the specs, but Nita showed care and patience to ensure the sunglasses would be perfect. Nita even went into store on her day off to ensure that everything ran smoothly when the customer collected the specs.
The customer said:
‘I returned to Specsavers with a problem with my sunglasses and received excellent customer service from Nita. She was really helpful and swapped the glasses without a problem. She then advised me on a new pair and made sure they fit perfectly. I was worried returning my old glasses would be a problem but was really impressed with the service I received. Thank you!’
Store director, Stephen Rogers, said: ‘Nita served the customers on separate days, and they were both wowed by their experience with her. She is a great example of how committed the team in West Bridgford are to delivering great customer service and she is undoubtedly a worthy winner of the award.’
The store also saw three other members of staff receive commendations.
Optical assistant Sam Rogers received a whopping six positive customer feedback forms in under 48 hours, praising his knowledge and professionalism when helping customers choose their frames. One customer, a young child with learning difficulties, was attending his first ever eye test. Sam took the time to make sure that he enjoyed the experience, and helped to find him two pairs of specs that he was excited to wear.
Nichola Caveney, optical assistant, was also commended for feedback received by a happy customer. Nichola helped with choosing her new frames, offering an honest opinion on the best shapes, styles and colours for her. The customer left so happy that she gave the following feedback for Nichola:
‘After meeting the lovely optician, followed by the help of Nichola to choose my glasses, I left feeling a million dollars. I feel that if someone can turn someone’s day around like that in such a small timeframe, it makes them pretty special and definitely in the right job.
Karl Darikwa, also an optical assistant, was praised by a customer who entered the store sceptical about purchasing glasses having had a bad experience at another optician. Karl exceeded her expectations, ensuring that she was well looked after with his friendly, helpful and professional manner and that everything went smoothly for her, from the appointment through to the specs collection.