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CSIA FOCUS
Member Spotlight Nicholas DexterTissington Head of Client Services Zuellig Pharma SSG Australia
Chelsea Xu Senior Case Manager Gallagher Bassett
What was your first role in customer service?
What was your first role in customer service?
I used to work as a silver service waiter at a hotel, always got burnt by the trays!
I was a McDonald’s girl when I first started. I won many badges and was promoted to crew trainer.
What is the best piece of advice you’ve ever been given?
What is the best piece of advice you’ve ever been given?
It is not what you do that defines you but how you do it!
Attitude, to have the right attitude! Customers are the ones who support the business/organisation financially; therefore, our wages are indirectly coming from our customers. Supporting our customers is to support ourselves.
What is your proudest achievement in customer service? My proudest achievement is not only that my past teams all achieved CS diplomas through their personal development but also that the same team achieved "best support office 2021" out of all of Europe. What advice would you give to a person starting in their customer service career? There are some low and some highs, you just have to look to the horizon and provide the customer the best experience you can regardless of the outcome. What is the best thing about working in customer service? No day will ever be the same and at each touch point you will take something from that experience and interaction.
What is your proudest achievement in customer service? Prior to my current role, I had many years of experience in the healthcare sector and I worked with many aged and vulnerable people. My proudest achievement was being able to refer and guide them to the health services they desperately needed. I am proud because I made a positive impact on their lives. What advice would you give to a person starting in their customer service career? One of my favourite quotes is by Rabindranath Tagore, “I slept and dreamt that life was joy. I awoke and saw that life was service. I acted and behold, service was joy.” Congratulations on the start of a joyful journey. What is the best thing about working in customer service? Being able to solve problems for the customers, and sometimes, I can also be inspired and learn from my customers.
