We want to Spread the Good again this week. We got word about a typical interaction that one of our colleagues in the contact center had with a customer. And, as you can read below, although it might have been what she does every day, it made a huge impression on that policy holder. Here’s the email that we got late last month.
I am a 89-year-old nonservice connected blind World War II veteran using a voice-operated computer. The purpose of this email is to make sure that Vermont National Life management is aware of the very special employee, Kasia Starzec, who did an outstanding Customer Service job for me in the handling of replacement life insurance dividend checks which had been totally and completely mishandled by me. All that was necessary was to contact Ms. Starzec by phone, explain to her my quandary along with other detailed information. She quickly acknowledged that “she could help me,” advise that she could do so via email, since I use a talking computer, and that she would be back in touch very soon. Everything and anything she advised me of was done in a very expeditious manner. Her personal comments, telephone courtesies as well as definitive email information was outstanding. Her type of Customer Service, in today’s climate, is certainly to be commended, recognized and rewarded. As a 89-year-old blind person, I am particularly cognizant of outstanding “Customer Service” especially so based on the fact that I was formerly, in a much earlier life, in the insurance business as a Casualty Field Claims Representative and Sales Office Manager for Liberty Mutual Insurance Company here in Lynchburg, Virginia. In other words, I can’t lay an egg but I’m a better judge of an omelette than a hen is! Please again express my thanks to Ms.Starzec and allow her to have an extra coffee break. Because of her outstanding service to me, she deserves an extra coffee break. Incidentally, as a disclaimer, she is not a family member nor is she related to me to any degree whatsoever. My kudos to her are from the heart! Thank you for hearing me out. – Bill Hadden
Wow. Great work, Kasia.
This is what we talk about when we talk about the National Life culture. We’d like to continue sharing these kind of stories. But we need you to let us know about them.
Please email Ross Sneyd or Tanya Culcleasure with more stories to Spread the Good.