Outstanding Customer Service in Action: Terri, Woody, and Vicki’s Story

Outstanding Customer Service in Action: Terri, Woody, and Vicki’s Story

We had the great pleasure of meeting Terri and Woody who, following their trip to Scotland, popped into the office along with their local MHK Sarah Maltby to say a special thank you to one of our Reservations Supervisors, Vicki Winn. They presented Vicki with flowers and gifts to thank her for her kindness, support, care and encouragement while planning their trip, and travelling on Manxman to Heysham. This small but meaningful gesture is Terri’s way of recognising the exceptional care and kindness that made her holiday possible.

Vicki is a role model in caring for customers who need assistance or support when making arrangements to travel on board our vessels.  It's so nice to see her dedication and passion recognised by Terri and Woody.  Vicki along with her colleagues are dedicated to delivering a great customer experience to passengers who need assistance or support  when travelling on board. 

Terri described Vicki’s help as “outstanding”, saying she went well beyond what was expected to provide personalised passenger assistance.

Local MHK for Douglas South, Sarah Maltby expressed her gratitude to Vicki and the Isle of Man Steam Packet Company “Vicki’s support for Terri and Woody went far beyond what anyone would expect from good customer service. She offered not only practical help but also genuine compassion, not just in the lead-up to the trip, but throughout the time Terri was away. Without Vicki’s patience, care, and willingness to give her time so generously, this much longed-for trip off island simply wouldn’t have been possible. Terri later shared that the holiday “gave her enough memories to last a lifetime,” which truly speaks for itself. I want to personally thank Vicki for the exceptional care she showed my constituent - and more importantly, to recognise the remarkable impact a simple act of kindness can have”