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Letter from 
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By Karen Kimberly
Wright & Filippis conducted a focus group of Customer Service Representatives (CSRs) in the spring of 2003. This group of CSRs was recognized in a previous Communicator issue. The focus group identified the need for performance standards for themselves and their peers. They developed these standards in an effort to identify service excellence. It was agreed that every Wright & Filippis customer can expect every contact with a company representative to be:
Compassionate, Considerate, Professional, Dependable, Attentive, and Dedicated.
The question of how to recognize these exceptional CSRs was the next project. The Customer Service PIT (Process Improvement Team) developed a new award program to meet the need for this recognition - the STAR Award.
| S - Service T - That's A - Always R - Remarkable! |
The dictionary definition of the word remarkable is "worthy of being noticed or commented on, extraordinary, or uncommon." When you experience this type of service from a CSR as a customer, or if you work with a CSR at Wright & Filippis who consistently demonstrates the remarkable characteristics described in these standards, you should nominate them for the STAR Award. A nomination may be submitted by anyone.
The nomination ballots are available in the W&F Outlook forms folder (for W&F employees), in any Wright & Filippis facility, and on the Wright & Filippis website (www.FirstToServe.com). Nominees will be voted on quarterly and in each quarter, five winners will be awarded a special star pin to be displayed on their employee ID badge. They will also receive an award certificate to be displayed in their work area. Nominees will also be recognized with an award certificate.
Search for our "stars" and take advantage of this new opportunity to recognize our CSRs! You may also recognize other employees and co-workers who "shine" but who are not CSRs. Please consider nominating these individuals for the Big Tony Award!