At the May Leadership Forum meeting, Ron Sanders, Wastewater Field Operations Supervisor, was named the first quarter Customer Champion for going above and beyond to help a customer solve a problem.
The customer was experiencing sewer backup issues and difficulties using appliances. Ron made it personal after the customer contacted Citizens a second time. Having worked for the Department of Public Works (DPW) in the past, Ron demonstrated that he knew the business. After checking record drawings, he discovered the home’s sewers were installed in 2009 as part of a DPW project. Even though he verified nothing was wrong with the public infrastructure, Ron acted with urgency and met with the homeowner the next morning.
Ron collaborated with coworkers to locate the suspected problem and closed the loop with the customer by providing a few suggestions for a private plumbing company that could repair the issue, which turned out to be a collapsed cast iron pipe in the crawl space.
The customer followed up to share his appreciation for Ron’s rapid response and customer service that went beyond what was expected.
NOMINATE COWORKERS
The remaining 2021 deadlines to nominate coworkers for Customer Champion Awards are June 30, September 30, and December 31. 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.
