On Thursday 7 June, we took some of our team members to the Inspiring Herts Awards which were held at St Albans Cathedral, and were delighted to win the much coveted Excellence in Customer Service Award!
The setting was jaw-dropping, with glitzy dinner tables in the Cathedral itself, a Champagne reception on arrival, and lighting set to show off the building at its very best. Dressing up for the black tie event, the award was collected by our 2nd line Service Analysts Paige Nicklin and Jamie Messer, both of whom deliver excellent customer service to our clients every day, along with Service Delivery Manager Ash Vekaria, Director Helen McBarnet and MD Richard McBarnet.
Richard McBarnet is extraordinarily proud of the win and his team. “Winning this award gave the whole team a huge sense of elation. It has given such a positive strong message to them because it is an acknowledgement of all the effort they put in. It also shows the IT industry in somewhat of a different light – the clichéd view of the IT helpdesk is one of not very helpful people who take a long time to get around to doing anything.”
“For Lumina, delivering excellent customer service has always been our key differentiator. We want to give our users a positive impression of our service and I’m always pleased when they take the time to write nice comments about the analyst they have dealt with after their issue has been resolved. Winning this award has been one of my proudest achievements as MD, because it is an award at a team level, reflecting the pinnacle of what our business is all about, especially given that we were up against strong competition from companies in the hospitality sector, which is historically very strong on customer service.”
Paige Nicklin whole-heartedly endorses Richard’s sentiments: “Customer Service is so important because that’s how our clients see and interact with us every day and is largely what forms their opinion of Lumina. As such, you want that front line to reflect the values of the business. I’m proud and thankful to be in a position where, not only has the Service Desk team been invited to a prestigious awards ceremony, but also that the Managing Director was kind enough to say the award was wholly due to the hard work and dedication of the Service Desk team. Having such a confident lead and working with motivational and inspiring managers is what drives us to be the best version of ourselves and we wouldn’t have won if it wasn’t for the constant and consistent hard work of Richard and the management team.”
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