Employee of the Month, September 2017
Congratulations to The Contact Company’s Employee of the Month for September, Leanne Fookes.
Leanne is a Customer Care Manager on the Superdrug campaign and recently went above and beyond to provide her customer with an exceptional level of customer care.
Leanne’s line manager and Operations Manager, Alan Donaghy, explains:
“Leanne took ownership of a case in which the customer had had numerous issues with the supply of a specific type of baby bottle.
An incorrect Stock Keeping Unit (SKU) code displayed on the website had resulted in the customer ordering three sets of bottles and each time receiving the incorrect product; the customer’s baby had become used to using this type of product and the customer was having difficulty feeding the young child. Leanne investigated this, located the problem and advised the client to update the website to stop this affecting any other customers.
Leanne then called the warehouse to see if they could source any of the bottles to send to the customer as an immediate overnight despatch, but, unfortunately, there was no stock available. Leanne came to speak with me and after holding a discussion she decided the best course of action to take would be to try local stores and suppliers to see if we could locate some for the customer. Leanne then sourced and purchased the product, and advised the customer that she would send this via Royal Mail special delivery so she could have it as soon as possible.”
Upon hearing about this, Gemma Mason (Superdrug, Head of Customer Experience) sent an e mail to let Leanne know how delighted she was with this level of passion and dedication to the customer: “This is truly amazing, you are a complete Star!!! This is a great story and thank you so much for going above and beyond; you really are a fantastic member of our team.” Superdrug Customer Service Manager, Wayne Russell, added: “Leanne is an extremely passionate member of the team, who has a great sense of fun and truly epitomises both TCC and Superdrug‘s company values. It is for all these reasons I would like to nominate her for Employee of the Month for the month of September”.
The Contact Company CEO, Asif Hamid MBE, praised Leanne for her hard work and dedication to the customer experience: “I was delighted with how you resolved the issues for the customer struggling to purchase the babies’ bottles. I understand that to find the correct bottles for her, you contacted local stores and the warehouse, before ultimately purchasing the product with your Operations Manager and sending it to the customer. This is truly above and beyond your job role. Not only has it impressed me, but I know your commitment and dedication also impressed the Superdrug clients, Wayne and Gemma. I could not ask for more from you.”
We had a quick chat with Leanne to find out why the customer experience is so important to her and what she gets up to in her spare time…
1. What made you want to do this for the customer?
The customer was really upset as her child was new born and was struggling to feed from any other bottles other than the colic bottles. The customer was really worried that her child would become poorly if he didn’t get these bottles. I tried our warehouse, but was unable to find the product and it played on my mind all day how upset the customer was. I was walking home and was still thinking about the customer, so I popped in to a local store and saw the bottles on the shelf- I just knew I had to pick them up to help this lady and her baby.
2. What do you enjoy doing in your spare time?
I enjoy spending time with my friends and family, but I also love a good karaoke night!
3. Is there anything that people may not know about you?
I’m quiet an open person, so people tend to know quite a lot about me.
4. If you were a TV character, who would you be and why?
I’d be Angelica from the Rugrats, as she’s always up to mischief!
5. What do you find most challenging about your job?
When I’m dealing with a complaint and the customer isn’t happy with the outcome after me completing numerous investigations.
6. What is your greatest achievement?
Joining TCC as an Advisor, progressing to Team Leader and now Customer Care Manager.
7. Where do you see yourself in 5 years’ time?
Developing further within the company.
Thank you for being such a fantastic example to others, Leanne!