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| Company e-News Q2 2003 |
Engineers Rewarded
For Going The Extra Mile
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| Last year Greenwoods received
a significant number of written customer thank you letters.
Many of these were for engineers working on site, who
customers felt had exceeded expectations in delivering
exceptional service and solving problems. Positive can-do
attitude has made Greenwoods a successful business and
this culture has filtered across the company. Recognising
this, Greenwoods has started a rewards scheme whereby
engineers and technicians working on customer premises
receive a £25 reward. These are awarded in instances where
customers commend an engineer for exemplary performance
above and beyond the call of duty. |
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One recent example involved Andy Reilly, network
operations engineer. Following the identification of a problem on
a customers network, Andy was simply contracted to flag the issue.
However, as a typical example of customer focus, Andy followed the
problem to its conclusion. Greenwoods resolving issues whilst working,
often saves our customers money as they are resolved there and then.
Wayne Hamilton, national network operations manager, commented: "Many
engineers performing field operations go above and beyond what is
expected of them. This often results in customer praise. Wherever
possible, we want to recognise this in a formal way, so that our employees
realise how valued they are and the extent to which a positive attitude
is appreciated. Although our teams are only contracted to perform
certain duties, we encourage a culture of problem resolution. After
all, going that extra mile results in satisfied customers, and satisfied
customers mean continued business!" |
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Q2 2003 Articles |
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