Interview with the Customer Service Advocate of the Year

CSIA interviewed the winners of the 2023 Australian Service Excellence Awards. Here we talk to Yvonne Newnes from Peoplecare Health Insurance, the Customer Service Advocate of the Year

Congratulations on winning the 2023 Customer Service Advocate of the Year Award! How does it feel to be recognised for your efforts?

Oh my goodness, I must say that I am still over whelmed at having won this award. It truly means the World to me, to be recognised for the work I do, the work that I love.

How long have you been involved in customer service, and what motivates you to pursue excellence in this field?

I have been involved in customer service since the age of 19; so that’s 40 years now! I think my motivation to pursue excellence comes from seeing the difference you can make to someone; the way you can impact on a person’s day by just taking time to listen, to acknowledge their feelings and to work with them to find a solution. That’s what motivates me to do my best every day.

Can you share the specific reasons or Initiatives that you believe contribute to your success in customer service?

I imagine my success in customer service comes from my genuine desire to make a difference, to always be looking for ways to provide that little bit extra, to always strive for excellence.

What challenges have you encountered in delivering excellent customer service, and how did you overcome them?

Over the years there have been some challenges, that’s only natural. But I see those challenges as another opportunity to look at things, to maybe try something different and reach an outcome that way. Customer service is challenging, there is no denying that, but is equally rewarding, and that’s what motivates me every day.

If you could give one piece of advice to customer service professionals, what would it be?

You have to love what you do, be passionate about your role, because that comes across. I am so lucky to work in an industry that brings me so much joy, I really believe that customer service comes from within, it truly comes from my heart.