St. Martin de Porres High School has been a client of Call One since 2004. Recently, when a disruption in telecom service hit, IT Director Kenn Jankowski called into Call One’s Customer Service team, where he was serviced by Adrianna Navarro. Mr. Jankowski’s story speaks for itself…
From: Kenn Jankowski
Sent: Tuesday, July 17, 2012 8:52 AM
To: Repair
Subject: Customer Service Excellence
Dear Call One Customer Service: My name is Kenn Jankowski. I have over thirty years of executive and operational management experience with telecommunication services in global companies. I have personally taught engineering and software design courses at the former Bell Labs, ROLM, and Northern Telecomm. I have worked with the most advanced Central Office and customer premise equipment in the world on 3 continents.
True, pure customer service excellence is no longer what it used to be in the telecomm industry. That is just a fact in today's competitive business marketplace. Who hasn't experienced the jungle of automated call attendants that bounce you around to nowhere? It is professionally disturbing to make this realization as a commercial consumer, residential consumer, and professional within the industry. Is customer service excellence extinct?
I have authentic, fact-based evidence that at least one person out there still aspires to deliver true, pure customer service excellence.
Today (17 July) I encountered a Ms. "Adreanna". She answered my phone call after one ring. She was exceptionally polite and respectful in taking down my problem symptoms. It was a complicated problem to explain. Her patience indicated to me that she was both hearing and listening to my problem. NOT ONCE did I have to repeat myself or restate information. She told me she would call back in 15 minutes. She called back in 12 minutes. She implemented an effective work around solution until an ATT technician could be dispatched. She personally tested the workaround to verify it was effective.
In short, she was professional in every dimension regarding customer service excellence. She was not some air head Valley Girl type trying desperately to follow-up her service help desk script.
My highest customer service rating goes to her. (I am a former Malcom Baldrige Examiner and 6 sigma Master Belt).
My deep appreciation goes to her supervisor who trained her and encourages this kind of service.
Please thank your HR staff for hiring people like Adreanna.
I look forward to using this simple incident in future speeches and lectures about the value of high quality work ethics.
I damn well hope Call One rewards this professional in a manner and to a level commensurate with her service quality results.
-K. J. Jankowski