Off the Charts Customer Satisfaction and Forrest Gump

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Like most contact center service organizations, we are obliged to be diligent in our reporting of service levels and customer satisfaction.  The performance data lives in business intelligence software and on spreadsheets.  Often times customer sat is collected in ways that the information just doesn't fit into a spreadsheet.  So some data  is off the charts (so to speak).  

A few weeks ago a note was being passed around our offices about our own Cheryl Meade - Head of Customer Care. The note from a customer read (truncated):

" ...I am writing to commend Cheryl.  She was the most professional person I have ever talked to.  She listened and offered a sincere apology.  She made it clear that it was an honor to have me as a customer and she meant it.  I will tell everyone I talk to about Cheryl..."

This is the kind of stuff that doesn't necessarily translate into data on a spreadsheet.  The way that Cheryl feels about her role here at Trase Miller doesn't fit into a chart either.  When complimented for doing a good job with the customer, Cheryl said - "I love what I do and it's very rewarding to know our words really do make a difference to our customers."  

We are lucky to have Cheryl.  And in the words of the fictional character played by Tom Hanks - "That's all I got to say about that."