Reward & Recognition: Who Cares Wins March 2005

Hannah Pargeter (nee Batt)

Professional One


Hannah received several customer calls claiming non-receipt of their subscription invoices (SU).

She contacted Business Systems to find out if there was a printing problem and notified her team leader of the situation. Business Systems located a fault in the system due to Hannah’s call. No subscription invoices had been printed for approximately 6 weeks due to a system upgrade.

This has already impacted our customers, Customer Service, Finance and Credit Control. Had Hannah not used her initiative and investigated this, we could still be unaware of the printing issues which would have caused a lot of extra work and inconvenience for these departments. As we were made aware of the situation we have been able to take steps to limit the impact on these departments so we have been able to cope better with this problem.

Steve McCabe

Platinum Accounts


Nominated twice:

We have had a particularly nasty and frustrating issue with Linklaters international access to Lexis.com through a CUI. Linklaters Hong Kong could not access Lexis –then Linklaters UK could when they shouldn’t etc. It was fast becoming a mess of confusing bill groups and incorrect IP addresses. Steve was very helpful, cool and very patient with us in technical support.

Steve helped by sdding and removing IP addresses from bill groups, checking with Dayton, checking bill groups etc.

He contacted Dayton, kept us in the loop, emailed us when tasks carried out and forwarded responses from Dayton. Carried out searches while I was hanging impatiently on the phone.

Linklaters largely happy. Hong Kong have access.

Am nominating because I know what pressure the platinum team are under and that I got great help from Steve when he had many tasks to carry out.




Feedback:

I just wanted to drop a note to say that Steve McCabe was very helpful to me today in actioning something which I needed done quickly , so wanted to let his boss know.


Steve was able to prioritise my request within his heavy workload which will enable us to limit further credit claims from this particular customer.

Julie Thulbourn

Order Fulfilment



Until November 2004 there were four processors in the Trade & Export data input area. However, owing to one person being on long-term sick leave and a further two on maternity leave, this has meant that Julie has dealt with the majority of her area's work on her own.

To exacerbate the situation further, the LexisNexis password IDs has also fallen into this area.

Julie has remained focused and positive throughout this very stressful situation. I feel that Julie's hard work and dedication to her clients should be highlighted to the rest of our department as I feel that Julie is a true asset - not only to our department but to our whole organisation.

Louise Batchelor

Professional One


The customer called requesting to cancel his her service to IRS Employment Review and credit the outstanding invoice.

Louise confirmed via email the same day that his request had been actioned.

The customer was most impressed with Louise’s prompt response and efficiency.
The customer took the time to write an e-mail congratulating her on her efficiency and recommending her for a pay-rise!

Sean Dwyer & Deborah Blagg

Online Training



Addleshaw Goddard, a platinum legal customer, wanted us to deliver simultaneous training sessions in their three different offices. I asked Sean and Deborah to deliver the sessions in two of the offices. The customer originally wanted just one basic introductory training session for new trainee lawyers. Sean and Deborah are both new to their jobs as trainers but were comfortable with accepting this task and visiting the customer’s offices alone. However, as the day approached the customer asked if we could deliver other, more complex training to other lawyers while we were on site.

Both Sean and Deborah really stepped up to the mark and accepted the challenge. They ended up delivering a full day of training on many different services, testing their knowledge and abilities. This took some nerve but they passed the test with flying colours…

The customer was delighted and asked both Sean and Deborah back to deliver yet more training on other days. The customer sent me an e-mail which included this quote:


“Thank you for arranging the recent trainee induction sessions for all three offices of Addleshaw's - they were very well received and feedback has been excellent.”

Rachel Thomas

Content Support


There was a last minute training request from a very high profile customer (via Account Manager). It was to perform specialised US Legal training for senior VP’s in Goldman Sachs. The content and product to train on is highly specialised and very difficult.

Rachel was very positive in offering her assistance and made herself available at very short notice. This meant re-scheduling a very important appointment.

The clients received excellent training and LNB’s profile with the customer has been enhanced.

Matthew Goff

Content Support


In Content Support we were finding it very difficult to keep track of links for all the products we support, and resources that we need. Up to date lists of editors are always needed, and as we support well over 300 CD and online products we need to access those, and require several online resources and tools to support them as well.

Without being asked to Matt designed us a web page. It’s been so useful that we can’t imagine life without it. Matt makes sure it is fully up to date, and we’re always finding he has put useful resources on there before we even asked him to. Matt manages to fit maintaining the page into his already overstretched time.

Matt consolidated all the electronic resources we need onto one web page. This includes quick links to email editorial contacts (with all the correct cc’ing already filled in), as well as all the Customised solutions we support (well over 100), and all sorts of other links, from Master.dom password reset to all of the products we support and tools we use.

Our jobs have been made an awful lot easier, and Matt is always happy to add anything we ask to the page, so it is constantly to reflect what is current for us at the time.

Other teams such as Technical Support have started referring to this page, especially for the Customised solution links.

Farhan Imtiazi

Sales Support & Administration


Situation: Culture Workshop, various activities requiring involvement from all present.


Task: Activities throughout the day, in particular consolidating charter of behaviours across the workshops.


Result: Behaving like this made the day more enjoyable for all and drew others into the activities.

Janette Jennings

Trade & Export


A team member was de-motivated and not happy in their role. Janette helped to ensure this person was happy and had a new challenge to get their teeth into!

Janette arranged to ‘swap’ accounts, enabling her with a new account and our colleague with a fresh new challenge. The result: happy colleagues and a happy team.

Janette is an extremely popular Team Member.
She always thinks of others and is a pleasure to know.

Susan Kinnaird

Customer Service Director


Situation:
Bleak mid-winter type weather when the crocuses should be blooming, arriving at work harassed with cold numb feet, after having battled the rest of the population out of the way to get on the one train not cancelled due to a fleck of snow on the track……

Task:

Give Customer Service and Sales a reason to go on!!! Dissuade Woking Inbound from throwing themselves out of the window to end their suffering and Croydon from lining up to be mown down by the next available tram, passing through on its way to Ikea.





Action:

Susan mobilized her resources, in the form of:
1. the communicators (more commonly known as the ‘dementers’ in Customer Service Management circles)
2. other helpful individuals
and dug deep in her kilt to fund cakes, cookies and a whole host of yummy goodies for all.








Result:

Smiley faces all around. We will live to answer another phone call, process another order, and train another customer, even though our clothes no longer fit. Thank you Susan and roll on the sea-breeze cocktails to keep us cool during August!

Im sure you will all agree that Susan shows her commitment to Caring for Customers, Employees and most certainly to winning on a daily basis, and feel that she is an ideal candidate for our WCW awards!!