One of many....

Dear Ms. Jacobs:

Customer service is a rare commodity in today’s work world. The service extended to me by Neisha Trainor, Customer Service Representative, during my call today, October 2, 2011, requesting customer service was greatly appreciated.

I called to discuss the various health care plans offered by MHBP. Being a senior person, I tend to have slow speech and hearing. And in addition to that, I like to write down the answers to my questions. Oftentimes, the representatives are sometimes not as empathetic as is necessary. I braced myself for another encounter.

Imagine my surprise and delight when I reached Neisha Trainor! She was first of all very courteous. Ms. Trainor patiently allowed me to ask my questions. She then repeated them to ensure that what I said was what she heard. Most people don’t realize the importance of repeating questions, when providing service. Also, she asked me questions. This enabled her to tailor her responses to my specific concerns. Ms. Trainor answered all my questions in a manner that was easily understood.

Ms. Trainor is an asset to your team. She exemplifies customer service – courtesy, patience and knowledge. These elements are important when interacting with people and especially seniors. We are sometimes anxious, speak slower, and take longer to process information. More companies could benefit by having a Ms. Trainor!

If you have any questions, I may be reached telephonically on xxx-xxx-xxxx or by electronic mail.

Sincerely,

Francis Lachelle