Letter from the Prez

We have all had a negative experience at one time or another while dealing with customer service personnel- whether it was while purchasing something, returning an item, or even dealing with medical staff - and we want to ensure that does not happen to anyone who uses our services. Thanks to the efforts of numerous Wright & Filippis employees, we soon will be introducing a new campaign spotlighting our renewed and ongoing commitment to improving customer service.

Several months ago, our Customer Service Process Improvement Team recognized a need for us to develop a set of Customer Service Standards – benchmarks that would define the company's expectations for providing first-rate service to both our internal and external customers. To accomplish this, a focus group consisting of Customer Service Representatives from various parts of the company was organized, and the unique perspective they offered proved to be incredibly valuable.

I want to first thank the CSR's, the supervisors, and the managers who filled in and did double duty while the PIT team members were out of the office. I would also like to thank the members of that focus group for their significant contributions. Group members were Sylvia Bailey (Warren), Sonia Carrillo (Lincoln Park/Dearborn), Rosa Coleman (Bond), Ellen Dewey (Ann Arbor), Sharon Donahue (Livonia), Sherry Eckstorm (Saginaw), Tanya Guiles (Bond), Susan Merriman (Bond), Anne Monette (Southfield), Mary Carol Pandori (Warren), and Andrea Upton (Flint). Everyone's hard work made it possible for the members of our focus group to accomplish their important mission.

As I have mentioned many times before, Wright & Filippis is a leader in home healthcare, not only because of the services we provide, but also because of the sincere efforts of the caring people who want to make a difference in the lives of those we serve.

In the next few months, we will be rolling out this new campaign, elements of which will be included in the next edition of The Communicator.

Sincerely,
AJ Filippis