Blog by Jan Caskey
As dispatcher here at Corporate Business Systems it is my job to route the service technicians from one place to another and try to ensure that we do this as quickly and efficiently as possible.
Yesterday I took a call from one of our Forsyth customers. She was calling to check on a part and make sure that we were going to be able to get her machine up and running for a huge project the next day. We went through all the particulars of her service call and she was happy with what was said and felt that we would be there on time.
She went on to talk about one of our service technicians by the name of Roger Collins. It seems that she had a problem with her toner hopper assembly and the toner could not stay loaded. Apparently, Roger loaded it manually for her. Not only did he get her machine up and running that day he stayed after hours with her to ensure that she would be able to get her job completed.
She went on and on about Roger and how professional he was and how he did what he didn’t have to do. She was so impressed by his willingness to go above and beyond the call of duty to make sure that she could complete her task.
You know I think it is human nature sometimes for us to complain when things don’t go well and not share with others when things go well. It was so very nice of her to compliment us for our service.
Roger, our hats are off to you, thank you for representing us so well and for making sure our customers are up and running. That was service above and beyond the call of duty.
But wait, I just realized something, service above and beyond the call of duty, is what our customers have come to expect from us. It is really nice when they tell us that we have succeeded.