October 2009 Archives

I saw this terrific story about Southwest Airlines' Louis Begin on San Francisco Chronicle writer Peter Hartlaub's blog, The Poop. Here's an excerpt:

"I hesitate to write nice things about big corporations on this blog. Readers will assume I'm in bed with an advertiser, and I'm guaranteed at least 12 comments from people who insist that Southwest's airplanes are all made by small children in sweatshops in China. I've factored all of that in when I say, without hesitation, that Southwest Airlines rules. They will get my business for a long time, if for no other reason that they hired a guy named Louis Begin -- the Sherlock Holmes of the airline industry lost and found....

During a recent trip to Utah with my wife and kids, my 4-year-old son lost his little blue backpack.... It was a bit of a shock last week when out of the blue, two weeks after our trip, Louis Begin called my wife at our home. This employee managed to track us down [to return the backpack] -- even though there wasn't a scrap of identification in the bag."

Read the full story at The Poop.

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Posted by Ginger Conlon; Excerpt of "My son's lost backpack, or why I'll be flying Southwest from now on" by Peter Hartlaub

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On a recent trip I had the pleasure of meeting Becca, a night desk clerk at the Holiday Inn in Gainesville, GA, who provided the best customer service I have ever seen. She was on the desk alone, and very busy, manning 3 telephone lines and multiple customers. She kept all of these "balls in the air" with grace, never once losing her composure. She stayed cheerful, polite, and helpful, while switching gears between telephone and desk customers.

Continue reading "Holiday Inn's Becca: Unstoppable and Unflappable" »

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Tonji joined the Ryla team in December 2008. Since then she has truly set the standard for what a Ryla employee should be. Her attendance record is flawless, she does the job the way she was trained, and she always has a cheerful and positive outlook. Not only does she provide excellent customer service to the customers, she also meets all her Key Performance Indicators (KPIs). Tonji takes all her assignments as learning opportunities and never gets discouraged when challenging requirements come her way; instead, she always remains positive and happy. She was recently selected as the company's September MVP.

Tonji is well informed about her job and is always willing to assist others. She is a great asset to Ryla and an excellent customer service agent to recognize during National Customer Service Week.

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Recognized by Todd Camp, team manager

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I recently had the pleasure of interacting with a fantastic customer service representative at Baudville. Her name is Cara. She did a seemingly small thing for me, but she did it in a big way...and she represented her company extremely well!

Baudville asked me if I would like to share my story with you, and I am absolutely delighted to do so. (Please see my letter below.)

May the world someday be filled with Caras!!!

Continue reading "Cara of Baudville: Exceeding Expectations While Delivering on Promises" »

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I want to recognize staff member Tom Spangler, a bartender at our golf club house. Although all our staff at Lakewoods Resort is customer oriented, the following is only one example of why he is a champion. Arriving for work, he overheard the group leaders of an outing say, due to high business levels, they skipped the planned breakfast to set up for their event. Tom proceeded to travel back to our main kitchen to procure breakfast ingredients he then prepared for them on the club house lunch grill. The customers were able to set up for the event and get something more than a sweet roll and coffee for breakfast. Needless to say, they were more than impressed as a business and a customer and are using this example in their own customer service training.

Observant, caring, and understanding of the needs for our customers is why Tom is a service champion in our business.

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Recognized by P.C. Rasmussen, Lakewoods Resort

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Our crew members at A-Mrazek Moving Systems. No matter what the elements are (rain, snow, extreme heat) they arrive each morning, on time, never complaining about working late the night before, ready to exceed our customers expectations. It's not about a paycheck, they truly want to make a difference.

Visiting with them before they depart for their daily assignments unleashes an energy within me, encouraging me to aim higher, grow stronger, and strive for more. Our van operators and frontline performers are my champions.

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Recognized by Jennifer Paule, CRTS

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Although it's been a really long time since it happened, I still remember (and sing the praises of) the Hertz people who drove me across town and waited for me at the DMV to make it possible for me to see my family when they could have just put me back on a flight and sent me home. I have really great things to say about the DMV people, too -- a group not ordinarily known for particularly good customer service. Full details (because they deserve to have you know everything they went through to help me) at "When a Major Delay = Fabulous Service ". I still cry rereading about my own experience.

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Recognized by Jennifer Paule, CRTS

Posted at 9:43 AM | Permalink | Comments (0) | TrackBacks (0)

ReloMary is a LinkedIn icon. An excerpt from her profile:

"To put it in a nutshell for you, this work that I love~

Moving. Wow!
New LIFE!
The process? Ugh.
Realtors, Lenders, Movers, Utilities...
Hooray! ReloMary handles everything!"

ReloMary is well-known for her attention to client needs. I'd recommend her to anyone who needs the types of service she provides!

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Recognized by Mark D. Hughes

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Danielle Mulcahey is part of my agent team at Midwest Contact Center, a Navitor Company. In her role, Danielle works closely with customers to develop and create personalized business products. She is also a full-time student at Minnesota State University-Mankato and pursuing a degree in teaching.

As a valued member of the Midwest Contact Center team, Danielle has the passion and drive it requires to serve our customer base in a manner that is professional and efficient. She is recognized for her consistency in serving both internal and external customers. She enthusiastically subscribes to the organization's customer service methodologies. And, she often takes the initiative to further her own knowledge of the company's products, technology, and systems by proactively asking questions. Above all, Danielle has a sincere interest in creating the best possible experience in all of her phone interactions with customers -- a star quality that the organization appreciates and admires.

Continue reading "Danielle Mulcahey: A Pro at Being Proactive" »

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