In a celebration of exceptional customer service across the island, Sonia Pestana, a supervisor at Condor Ferries, has been awarded the very first Jersey Customer Experience Alliance SMILE Pin.
This recognition marks the launch of the Give Service a Smile campaign, aimed at highlighting individuals who demonstrate outstanding customer care in Jersey.
Sonia has been with Condor for nearly three years, where she began as a passenger systems assistant before advancing to her current supervisory role. Reflecting on her role, Sonia shared: “Delivering good service and meeting our customers’ expectations is truly rewarding. I’m always motivated by the chance to make someone’s journey with us positive.”
One of Sonia’s guiding principles in customer service is the importance of honesty and transparency. She believes that by being upfront with customers about any limitations, she helps build a foundation of trust. “When we face challenges, it’s vital to be transparent,” she explained. “Giving customers all the information allows them to make informed choices and trust us even when things aren’t perfect.”
Interacting with customers and seeing the impact of her service is what Sonia finds most fulfilling. However, she acknowledges that maintaining a positive attitude, particularly in difficult situations, can sometimes be challenging. She shared that listening carefully to customers and putting herself in their shoes helps her manage these moments effectively, often leading to a better outcome. “Understanding the customer’s feelings and being there for them makes all the difference,” Sonia noted.
The SMILE Pin is more than just a badge—it’s a symbol of pride and encouragement for everyone involved in customer service. By awarding the first SMILE Pin to Sonia, the Jersey Customer Experience (JCX) Alliance aims to inspire others to see the value in customer service and consider it as a meaningful career path. Sonia hopes her recognition will encourage others to join the industry and go the extra mile in their roles.
JCX Alliance founder, Claire Boscq, praised Sonia’s dedication, stating: “Sonia embodies the very essence of what this campaign is about—going above and beyond to make each customer’s experience positive. It’s people like Sonia who help make customer service a truly impactful profession.”
Pictured: Left to right – Claire Boscq and Sonia Pestana
