Another work accolade

[thrihyrne]

I'm keeping this fairly public, so I'm taking out my proper name, and my supervisor's. Aside from those changes, this email was sent to my supervisor today. Because it just makes me feel good about what I do, and makes me feel a bit better about the fact that apparently my job isn't going to change and I won't be doing anything really supervisory (at least not anytime soon), I'm posting it. Then it's back to trolling LJ and writing on my ginger_lust fic. Packing for my move to the renovated farmhouse on 150 acres commences this weekend. ::squee::

From: [], Mark
Sent: Wednesday, November 07, 2007 1:53 PM
To: @HBG Customer Care
Subject: FW: Exceptional Customer Service - Kudos to Thevina


I received the email below last night. Let's all strive to have every
customer say these types of things about us. Great job Thevina!


Mr. [],
I am a public school teacher in Louisiana. I am writing to commend one
of your employees, Thevina. Last school year I participated in Rosetta
Stone as part of my professional development. I agreed to participate
for 8 hours. This ended in May. Recently, they were verifying this
professional development. The generated report listed me as only
completing 2-3 hours. I knew this was incorrect. The license was
deactivated in July so I couldn't produce any proof. Desperate to prove
my case, I called Rosetta Stone technical support. I was transferred
from one person to another until I reached Thevina. Initially she
thought she couldn't help but rather than brush me off she kept trying.
Thanks to her dedication she was able to get the information I needed to
prove my case.

The thing that was astounding to me was how genuinely nice, patient,
accommodating, and resourceful she was while helping me. It has been my
experience in this day and age, that customer service basically stinks.
This representative of your company was refreshingly hospitable. Thevina
even sent a follow-up email the next day to ask if things worked
out.I was floored, especially after the amount of time she put in to
assist me.

This may be a non-issue to you, but I feel that she deserves recognition
for her exceptional service. She even helped us verify two other
teachers'participation-much to their delight and relief.

I still can't believe how wonderful she was. I want you to know that you
have a valuable employee working for you. I'm grateful to her for
helping me with my particular situation.

Comments

[kerryblaze.livejournal.com]

*hugs you*

That's fabulous! What a nice letter. It's good to see that people don't only send in letters when they receive bad customer service.

[thrihyrne.livejournal.com]

Thank you! She was pretty distraught at the time, so I was very pleased that I could improve her day.

[rickey-a.livejournal.com]

awwww
it's nice to be appreciated, aint' it

[thrihyrne.livejournal.com]

It sure is!! :)

[urnesha.livejournal.com]

Aww! That's fabulous! I had a lovely sort of similar situation yesterday. I wasn't feeling well and had to skip my favourite class that runs from 6-9pm (I'm in grad school). I emailed the professor at 5:30pm to let him know. This morning I received a list of cute "get-well" notes that the professor and students did in class for me! It was so sweet and made me feel so appreciated. :) Kudos to you for being outstanding in your service.

[thrihyrne.livejournal.com]

I saw that at your LJ! It does give you no small amount of heart-warming, doesn't it?! Thank you for your kind words.

[snottygrrl.livejournal.com]

how fabulous is that? good on you!

[thrihyrne.livejournal.com]

It was pretty tremendous, actually. My coworker next to me looked at me after reading it and said, "I'm almost teary, for her!"

"I know," I said. "I was kindof worried about her, honestly."

[bironic.livejournal.com]

What a sweet letter! Congratulations.

(It actually makes me want to do a better job at the customer service parts of my job, which I often neglect for various reasons.)

150 acres, wow. What to do with it all? Long walks on the weekends?

[thrihyrne.livejournal.com]

Well, the sad part about all of this is when I'm receiving my kudos, usually it hasn't really done anything outright to improve the company, but I suppose the good commentary does that in the long run.

Long walks! Maybe some jogging on the gravel/dirt road a few months down the road... mostly I think I'll absorb the ambiance. I think there are cows, too. ;)

[celandineb.livejournal.com]

What a wonderful letter, and I'm sure you deserved every word. Huzzah to you! {{{hugs}}}

[thrihyrne.livejournal.com]

Thanks, lovely!! And congrats to you, again! :D

[shygryf.livejournal.com]

I'm glad you got the recognition you deserve.

[thrihyrne.livejournal.com]

Thank you. It certainly overwhelmed me for a bit there; just doing my job, y'know? But I do care about the people who use our product, and I guess that shows.

that sounds familiar

[huntmooses.livejournal.com]

you've always been so patient, miss vina. but just like youtube recognition or a great online review, I'm glad you get some desserts. :-)

Re: that sounds familiar

[thrihyrne.livejournal.com]

Thanks, sweetie! I guess I did get some similar comments back in Nashvegas, too...

Glad that you're doing well and posting songs! I'm hoping to spend some time to give them a proper listen. :D

[sophiamaria03.livejournal.com]

That is so awesome! Kudos are wonderful, especially when your boss sees them! It reminds me how important it is to recognize and acknowledge when you give good service - it can make the difference in someone's performance evaluation, job security and salary!

[thrihyrne.livejournal.com]

it can make the difference in someone's performance evaluation, job security and salary!

Yea, verily!! This poor woman, though; she really was at the end of her rope, and I couldn't bear not to make things right. I am very grateful that she wanted to tell my supervisor, though.

[geoviki.livejournal.com]

That is absolutely great!

[thrihyrne.livejournal.com]

Thanks, muchly!! It seems to be a good fit for me. :)

[risiepookie.livejournal.com]

What a fabulous commendation!!! I'm so glad you were able to hear such a wonderful boost like this. Very deserved, I'm sure.

::hugs and love::

[thrihyrne.livejournal.com]

I was with her for about a half hour on the phone, no kidding. But hey— I learned a few things along the way, and she was able to prove she'd done what she said she had. Yes, yesterday was a pretty great day. (((warm hugs in return)))

[lena3.livejournal.com]

Would you please come work at Time Warner, so you can teach them a thing or two? Because they suck and you are awesome.

[thrihyrne.livejournal.com]

Um... I think part of why I'm good at what I do is that I believe what we sell and produce is worthy and does good things. Not so sure about cable. ;) But I'd love to be closer to you!!!

[canellaphile.livejournal.com]

Congrats!! How rare is it for someone to share a happy comment? You rock.

[thrihyrne.livejournal.com]

I've been fortunate to get a few, actually! This one I sortof knew was coming, but I had no idea how long and involved it would be. Still, very validating. Thank you!!

[stuckinsea.livejournal.com]

Hell yeah, that's my Thev. We all knew you go above and beyond for your friends, but also to do it for a complete stranger...you're aces Thev. I'm glad the world knows too.

MWAH!

[thrihyrne.livejournal.com]

Thanks, lovely!!! I guess it's that inherent need to care about people, and this poor woman really was being screwed over. I couldn't let that happen. ;)

::kisses back::

[mrsquizzical.livejournal.com]

you rock!

and how fabulous for her to give that positive feedback.

[thrihyrne.livejournal.com]

Yes, it was very kind of her to do. She seemed genuinely shocked when I emailed her the next day, but she was in such strife when I spoke with her I wanted to make sure everything had gone as she needed it to. The positive feedback was very welcome, to be sure. :)

[txdville.livejournal.com]

WOOHOO! Good for you. That's such a nice letter. It does take a special type of person to work customer service.

[thrihyrne.livejournal.com]

Yes, indeed it does! I couldn't do it for just anything, but I've worked for an opera company and that suited me pretty well, and foreign language learning software doesn't give me any moral issues either. :) Thanks for your comment!

[eccequambonum.livejournal.com]

and for those of us who know you in person, the praises sung are no surprise. :) keep being your lovely self, thev. such beauty and caring is a surprise in the world at large today.

[thrihyrne.livejournal.com]

::blush:: You're very kind. I really do need to have a road trip to come up and see you. Not so you'll butter me up, of course, but just to get some regrounding in some of my roots.

Just me, really. Just as flawed as everyone else, but with some pretty cool gifts given from the get-go, to be sure. ♥

[llembas.livejournal.com]

YAY! That should fill you with warm fuzzies!

[thrihyrne.livejournal.com]

It most certainly did!!

[abigail89.livejournal.com]

Very, very nice! Not only is good customer service hard to come by these days, but feedback is even more scarce, except when someone wants to bitch. No one wants to give out praise. Kudos to YOU and to the teacher who was so effusive in describing your excellent assistance.

*high-fives you*

[thrihyrne.livejournal.com]

*high-fives back*

It was extraordinary, both her effusiveness, and the length. I was floored. I suppose I did go above and beyond, but how lovely to be written of in such an appreciative manner.

[sexyscholar.livejournal.com]

What a wonderful letter! Sadly, she's right -- good customer service is very hard to come by these days; I'm glad you were able to show her differently.

We already knew you were made of win and awesome. It's nice to know that other people are seeing it too. :)

[thrihyrne.livejournal.com]

Thanks so much, sweetie!! Customer service can be a hard realm, but I seem to be pretty well suited to what I do. It is very nice to be appreciated like that, in one's work environment.

[cim-halfling.livejournal.com]

Ohhh, great letter AND well-written. Whoooot! *hugs*

[thrihyrne.livejournal.com]

I know! I was so very, very grateful. (((hugs))) Also, I got your letter over the weekend; thanks so much! I'll write back, but I'm not sure whether it'll be pre- or post-move.

[verdenia.livejournal.com]

Ah, what fabulous accolade!
That is a joy, truly.

Congrats, you deserve it! XD

[thrihyrne.livejournal.com]

Many thanks! I was quite shocked, not that she said something (because she'd indicated that she would), but more as how much she put into her letter. That's rare, in and of itself.