Customer Champion Awards are given to employees who go above and beyond to provide outstanding service to either internal or external customers. Recipients of the award demonstrate best practices of owning the customer experience.
Jonathan Berry, Lead Water Treatment Operator with Citizens Westfield, was named the third quarter 2019 Customer Champion at the November Leadership Forum.
The Westfield water system typically runs in a remote-control mode, using a communication network provided by AT&T to turn pumps on and off based on water tower levels.
On July 10, Jon received an alarm that the communication link had failed at a water tower and the water treatment plant. As a result, the remote-control system could not operate – a critical issue at any time, but extremely critical on a hot summer day when system demand can be 3-4 times higher than normal.
Jon acted with urgency, reporting the issue to AT&T immediately. After an investigation, AT&T determined it could take multiple days to repair. Demonstrating that he knew the business, Jon began to operate the system manually and worked through the night until other staff could arrive the next day. He made it personal and demonstrated collaboration by volunteering to sleep at the plant over the next three days to provide guidance to other employees and ensure safe and reliable service for customers.
Nominate Coworkers
Employees are encouraged to share “wow” stories about coworkers that demonstrate the best practices of closing the loop, making it personal, challenging the process, acting with urgency, identifying unvoiced needs, collaborating, knowing the business, and continuously improving. Just click on the Customer Champion logo from the iTrust home page.
The quarterly nomination deadlines for 2020 are March 31, June 30, September 30, and December 31.
