"Dear Ms. Weaver, Just a note to again thank you for your assistance and to express our great admiration for both your great product and your outstanding customer service. My present occupation requires the operation management of a large health care facility with over a hundred associates and a budget of several million dollars. We are continually training our associates to develop excellence in both outcomes and quality service so as you might imagine, are very cognizant of organizations like yours that demonstrate these qualities. When we received the arches we ordered, the quality and value were clearly outstanding. All of the products were easily identified, assembled and installed with the provided instructions as well as those available on your website. We have received numerous compliments from our friends regarding to the beauty and elegance of the arches.
Our only disappointment was attributable to an error that we made in measurement, making the opening insufficient for an individual utilizing a wheelchair. We decided to contact your customer service number in the hope that we might make a modification to solve this issue. In calling your number we were surprised when a live customer service representative, not an automated attendant, answered the phone after only two rings!
After a few weeks that allowed us to modify the doorway, we called back and spoke with Ms. Weaver, who while not directly associated with our earlier efforts, offered to help and guided us through the order. Ms. Weaver took the extra steps of calling us back to ensure that the order would be correct and offering herself as a contact reference should we experience any difficulty with the new product.
Each quarter, we ask the department managers to present a personal experience of an outstanding customer service experience both as learning and training opportunity. Next month, your company and Ms. Weaver will be highlighted as an example of how to do things right; both in providing a superior product as well as how to elevate the product to the next level through outstanding customer service. We commend and admire your organization for their efforts to satisfy the customer and thank you again for your kind assistance with our order."
ROBERT A. ETCHELS, MHA, NHA