Many people say the service they receive from companies isn’t quite up to scratch - but one Hallglen mother has proved that notion doesn’t ring true.
Nicola Black’s sterling work for Stirling’s Phones 4U store was crowned 2012’s ‘Shop Idol’ for customer service and product knowledge at the Mobile Industry Awards in London at a glittering ceremony.
The competition by industry mag ‘isellmobile’ focuses on finding individual sales people who go the extra mile for customers and the 30-year-old was top out of 4000 entrants.
Nominated by her boss as a ‘chosen one’, Ms Black had to demonstrate a high level of product knowledge, explain products and services clearly and simply, build rapport with customers and deliver consistently high customer service levels.
Store manager Steven Hendry says her win wasn’t just pot luck.
He said: “The judges praised Nicola for her consistently high scoring during the several regional stages of the competition, her passion for her work, her attitude, her work ethic, her honesty and directness. A sentiment echoed both by me and Phones4u.
“As her manager I am extremely proud of her and, to be honest, I have always believed Nicola had that all- important star quality all along.”
Following her nomination for the award Ms Black achieved 98 per cent from a hidden camera mystery shop, sailed through a regional heat in Birmingham and the final 12 heat in London before reaching the final six on the awards night.
In addition to the award, Ms Black was handed a £2000 holiday and tickets to see Jay-Z and Kanye West in Birmingham.
She said: “I was completely shocked, but it was a brilliant experience, nerve-racking at times, but really good.
“I’m a very friendly person, sometimes overly friendly, and I’ll talk to anyone. I can talk for hours. I think that mixed with what I know professionally was what helped me win.
“My 10-year-old daughter Erin is chuffed to bits and she is going to pick where we’ll go.”
The judges, made up of industry experts from all the top brands, networks and retailers, said they were “bowled over” by Ms Black’s star quality.
One said: “She had that all-important star quality that marked her out as a Shop Idol.”