Toshiba’s Celia Dickinson has been crowned customer services champion for the second time in six months. She was named Customer Service (Individual) of the Year in the ACR News Awards 2017, held at a gala event in London, after topping a reader’s poll. It follows similar success in the HVR Awards in October last year. David Dunn, director and general manager of Toshiba and CIAT Ozonair, said: “Having worked with Celia for many years, I can testify to the extraordinary commitment, care, energy and passion that she brings to everything she does. “Celia has been part of the air conditioning industry for more years than she would care to admit. During a lifetime of service, however, one thing has remained constant: She leaves an indelible impression on every customer with whom she has contact. “In all her dealings with customers, which can amount to dozens – and on occasion hundreds – of individual contacts each day, Celia brings her unique style, warmth and can-do approach. Her ability to win people over and transform commercial contacts into strong and lasting business relationships means she is an asset to our business, and (more’s the pity) effectively irreplaceable. “
In her role as Operations Support Manager, Celia has been responsible for some of Toshiba’s biggest customers. They praise the support they receive from her, and her willingness to go the extra mile for them. “In my own role, I visit customers old and new, up and down the county. I never fail to be impressed and proud by the unanimous view people have of Celia. Everyone she deals with, irrespective of whether the contact was two days ago or 20 years ago, comments on how well she has looked after them. “Celia is not only excellent with external customers. As the company changes and expands, new people come on board and everyone goes to Celia as first point of contact, as they know she will be only too happy to assist.
“Whenever we look to change something or launch a new scheme, we can rely on Celia to look at the proposals from a customer’s perspective – and ensure that what we are proposing works for them as well as the company”. A recent customer satisfaction survey asked people to identify the best things about dealing with Toshiba. A high percentage of customers simply wrote “Celia”.