Customer Service Beyond Expectation

November 6, 2006

Mr Timothy Hodge
Director of Social Security

Dear Sir,

Re: Customer Service Beyond Expectation

I telephoned your office this morning for the second time within the last month for a certificate to indicate that Joyce Kentish & Associates were up to date with the social security contributions. For the second time Ms Brenda Hughes enquired how soon I required it. I indicated that today would be preferable. On both occasions the certificates were at the Customer Service desk for collection within an hour.

Miss Hughes made a promise and ensured that her word was her honour. Although, it may be construed that she is merely doing her job, it is not often that customers experience this quality of service which help to improve the operating efficiencies of businesses. This kind of service also has a direct impact on productivity.

A similar request was made of [Name of Institution Withheld] this morning and I am still awaiting the promised call. I wish to commend Ms Hughes on her approach and urge her to continue to surprise and delight customers with the quality of service your organization has the capacity to delivery.

Yours in Customer Service,

George L. Kentish
Human Resources Manager
Joyce Kentish & Associates

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November 9, 2006

Mr. George L. Kentish
Human Resources Manager
Joyce Kentish & Associates

Dear Mr. Kentish

RE: Customer Service Beyond Expectation

I thank you for your letter of November 6 concerning the service rendered by Ms Brenda Hughes on that date and on a previous occasion. It certainly made my day, and that of Brenda, as well as our own Human Resources Manager. I have congratulated Brenda on the acknowledgement of her service “beyond expectation” and will ensure that it is known throughout the institution and beyond.

I am particularly pleased that this comes immediately following Social Security Week, when we hosted a one-week workshop on Customer Service for Social Security Office Staff from Anguilla and several other Caribbean countries. The workshop conducted by Mr. Sam Rey of Host-U Services had the theme “Exceeding Expectations with Service Excellence” and has set the standard that we will aspire to as to we seek to delight our customers. I am pleased to say though that while Brenda was unable to attend the Workshop as she was part of the skeleton staff who kept the office functional, she nonetheless has continued to exhibit that type of service with which we wish to be associated.

Your letter was also “beyond expectation” because although we all know that everyone looks for excellence in customer service, it is so sadly lacking that often expectations are lowered so that merely ordinary service becomes the expected and the extra-ordinary produces raised eye-brows as opposed to a smile. Your effort to acknowledge Brenda’s service is therefore indeed commendable.

With every best wish

Timothy A. Hodge
Director of Social Security