Lorna McLaughlin of the Vivo forecourt store in Mountsandel, Coleraine in Northern Ireland was the overall winner of the Sales Assistant of the Year awards run by Forecourt Trader's sister

publication Convenience Store. During the presentation at the prestigious Dorchester Hotel in Park Lane, Lorna was also presented with the award for Forecourt Sector winner, by Forecourt Trader editor Merril Boulton.

Lorna has worked at the Vivo store since 2004. She began her retail career in 1999 with no qualifications at all, but since then has compiled an impressive CV, which now features NVQs in retail and customer care, as well as Food Safety and Health & Safety certificates. She also runs the hot food section and is the store's training officer, acting as 'mother' to pupils from the local special needs school who work in the store.

"I think of each customer as a guest," says Lorna. "I feel that good customer care is about patience and understanding."

Her boss, Celine Molly, manager of the Vivo store, says Lorna is amazing: "She has a friendly smile for everyone and solves problems quickly. But she doesn't expect praise – she just says this is what she's paid to do."

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