Congratulations to Brittney Brockhouse, Administration Agency Services Team Lead, for receiving the Silver Circle Award for Customer Service in Q1, 2026. Read below for Brittney's insights and thoughts on delivering exceptional customer service!
How would you define excellent customer service?
Excellent customer service means making it easy for customers to get what they need quickly, accurately and with genuine care, while leaving them feeling valued and confident in us. It’s not about a single interaction; it’s about consistently creating experiences where customers feel understood and trust doing business with us again.
What personal attributes set you apart in your approach to serving customers?
I focus on going above and beyond by anticipating customer needs. I don’t see service as simply answering questions, I see it as ensuring customers can move forward confidently without needing to come back for additional help.
What motivates you to consistently deliver great service, even during challenging moments?
I’m a problem solver by nature and motivated by working through complex situations to find the best possible outcome. I also take pride in being someone others can rely on, both my team and our customers, especially in stressful situations.
What advice would you give to others who want to elevate their customer service impact?
Focus on anticipating needs instead of only responding to the question in front of you. Timing and accuracy matter and being proactive reduces back and forth while saving time. Clear communication is especially important when sharing complex information so customers understand the answer the first time.