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Sent: Friday, February 25, 2011 3:46 PM
Subject: What are our customer's saying?
Team,
Below are the survey comments we have received on the after call surveys so far this month.
"Yes I just had a remote session with Joe and I wanted to personally leave him a message to thank him for his patience and his full understanding of my issue and how he was able to quickly resolve it. His knowledge in how to resolve it was greatly appreciated and the manner in which he resolved my issue was done very professionally. Thank you very much." - Laura
"Hi I just wanted to let you know that Joe Knott did an outstanding job of getting my problem resolved. I just wanted to pass that information along. Thank you." - Cleve
Awesome work here team, keep it up!!!
Christine
Help Desk Manager
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Sent: Wednesday, February 09, 2011 2:19 PM
Subject: What are our customers saying?
Team,
Below are the survey comments we have received over the past month….
"Yes, I would like to just give a comment about Joe. I think he is very professional every time I have called into the helpdesk and he has answered the phone. He is very professional, he knows exactly what he is doing and it does not take him very long to catch up to what issues I am having on my computer and my IT problems. I think he is an awesome guy and very professional and knowledgeable person. Thank You."
- Sohrab
Great job team!!! Keep up the awesome work!!!
Chrissy
Help Desk Manager~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sent: Thursday, January 20, 2011 8:54 AM
Subject: Recent QA results
Hi Joe,
How are you? This email is to advise you of the recent QA results posted to the portal for your review.
AR 1-217205333 Compliant
AR 1-215357317 Compliant
AR 1-217207324 Compliant
AR 1-217228910 Compliant
Joe this week I listened to 4 calls and they were all COMPLIANT!!! Excellent job!! Thank you for your continued service and for adhering to the Client’s policies and standards. Your dedication and hard work is truly appreciated.
Thanks for making us as a team AWESOME!!!
Ni
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Sent: Friday, January 07, 2011 7:23 PM
Subject: What are our customer's saying?
Team,
Below are some of the survey comments we have received so far this month….
"Joe and Ben have been so helpful and so efficient helping me set up my computer to wireless and all of the issues that come up with Siebel they are consistently so very helpful and so very appreciated. So thanks to all of you. Your work helps us do our work out in the field. Thank you."
- Leslie
"Hello this is Heather and I am calling you to let you know the Joe Knott is incredibly patient and helpful. He has helped me many many times, especially tonight, so I really appreciate his professionalism, assistance and knowledge. Thank you."
- Heather
Awesome work team!!! Keep it up!!!!
Chrissy
Help Desk Manager
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Sent: Friday, January 07, 2011 5:36 PM
Subject: QA Contest Winner-December 2010
Team,
The winning team for the QA contest for the month of December was Team Rockafellers!!!!
Congrats on a job well done and all of the below techs will be able to have one ½ day Friday starting next week, 1-14-11 and we will continue thru to 2-4-11. We can have 2 techs off per day.
Hank
Ed
Paul
Himanshu
Jason
Joe Knott
Jes
Jen
Congratulations to all for a job well done!
Below are the ending scores for each team for the month of October…
Team Rockafellers- 134
Team Ho-Ho Live- 53
Team Spray on Snow- 78
Remember bonus of 5 points each week to the team that has the closest percentage of call inbounds vs. surveys offered. As you can see it had a total advantage for Team Joe Knott (yes that was the team name chosen) this past month!!
Additionally, we had an incentive to promote the after call survey, as this is the main area in which we fail our QA’s. The team members that get an additional day off for having 100% complaint QA’s for the month of December were….
Claud
Joe Knott
The full day PTO has been added to the tracker. You need to use this day between now and end of March 2011. This will be on a first come first serve basis.
Congratulations gentlemen!!! Job well done!!
Let me know if anyone has any questions!
Thanks,
Chrissy
Help Desk Manager
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Sent: Monday, November 01, 2010 9:44 AM
Subject: What are the customers saying?
Team,
Please see below, I really like what I’m seeing. Some really solid comments. Keep up the good work.
"The only reason the helpdesk got a 3 instead of a 4 on time to resolve the problem is because I have to send the computer in, which is no fault of Joe how was the technician who helped me from the helpdesk. He was fantastic," - Cleve
"Joe is always very professional and knowledgeable and always helps me out with the issues I have in Siebel." - John
Regards,
ThomasTechnical Account Supervisor
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Sent: Tuesday, September 28, 2010 12:56 PM
Subject: What Are the customers saying?
Team,
Check it out! This is a compliment for Joe. Keep up the good work team!
"I called Joe on Sunday and he was extremely prompt and gave detailed instructions on what I needed to do to return my computer very exact and through very impressed by far my best experience with my helpdesk to date I’ve been on the job about 6 weeks. It’s usually very good but this was outstanding so I wanted to take the survey and make sure he got credit for it." - Ross.
Good job Joe!
Regards,
Thomas
Technical Account Supervisor~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sent: Wednesday, September 01, 2010 10:09 AM
Subject: FIELD: Employee New Hires
Joe,
I just wanted to take a minute and let you know that you are doing a GREAT job with the new process. Your triage and managing of the New Hires / Terminations / and Transfers are going very well and it is extremely helpful to the Technical Account Supervisor. I would like to review the process again with yourself and Tom when you get in today to make sure that there is nothing we can do to either streamline or improve on what we have today.
GREAT JOB and THANK YOU!!!
Regards,
Frank
Client Manager
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Sent: Thursday, July 15, 2010 8:35 PM
Subject: Thank You
Joe,
As you know, winning the contract for Home Office support means a great deal to C3i. Part of why we won that deal was due to the outstanding service that the team had been providing to the Field reps. Therefore, we would like to award you a portion of the sales commission for our outstanding service to the Client. Typically we pay these commissions out over the first 12 months of the contract, but management decided to pay it all in one lump-sum.
Thank you very much for your past – and ongoing – service to the Client.
Jackie
VP of CRM Services
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Sent: Wednesday, May 05, 2010 10:43 PM
Subject: Re: Help with reconciliation...
Joe,
Please accept my apology for taking so long to respond. It is important for you as well as your Manager and Training Department are aware of the exemplary service that you provide your clients.
Your ability and tenacity to unravel what had become a three year nightmare was phenomenal. Especially, considering the time on the phone, days in follow up, and your personal and highly professional commitment to ensure that the situation was absolutely resolved.
It is a true credit to your integrity and professionalism. Extend my appreciation to your management and training teams. They deserve to know that they have made a terrific hire, which coupled with sharp management and superlative training created a truly outstanding technical team.
Jace
Medical Sales Specialist
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Sent: Sunday, March 28, 2010 12:08 PM
Subject: What are customers saying about you...
Joe,
We just got this survey about you and I was impressed and thought you would like to hear it:
“Hi, I’ve had to interact with Joe on several occasions and I have to say consistently he not only provides very good service and is very knowledgeable, but he also does it with a lot of patience which I know can be difficult because on our end we get very frustrated with computer problems so I think that is also a very nice attribute of his service as well. Thanks a lot, Joe.”
Keep up the good work!
Regards,
Thomas
Technical Account Supervisor
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Sent: Monday, March 08, 2010 10:16 PM
Subject: Re: About the printer issue you were having...
Joe and Management,
I take this opportunity to extend my gratitude for the outstanding assistance that Joe consistently provides. He is an exemplary model for others to emulate. Most recently I had several issues with my printer at the most inconvenient time.
On that note, Joe’s sense of humor, wit, and technical expertise provided a platform for the issues to be resolved most professionally.
Thanks you for the terrific support team that you have put together for us all.
Jace
Medical Sales Specialist
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Sent: Monday, February 22, 2010 7:58 AM
Subject: Thank you Joe for all your help...
Hi Joe,
I just wanted tot hank you for being so diligent with helping me out as of late. You were able to get my new hires their equipment ASAP and sent me my LCD right away as well. I have to tell you this kind of service is refreshing.
Thanks for everything.
P.S. The problem you will now be facing is the fact that I will be coming to you (based on your excellent service) for all of my needs. Sorry in advance!
Matthew
District Manager Oncology
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Sent: Thursday, November 19, 2009 6:56 PM
Subject: Thank you Joe
Hello,
Joe, is truly an expert at the focus helpdesk. He was able to solve 2 major problems with my system and fully get my account planning tool to download after months of trying.
Also, he was able to get my lotus notes fully functional. I have no idea how he did it, but he was able to make my major problem go away without having to escalate the problem to another person.
As a field representative having full access to my CPU's programs and account tools are essential to me making a difference in my territory. More importantly, it helps me to identify areas where our company can impact patients’ lives with quality care and flawless execution of the tools and plans available to us.
Thanks and kudos to Joe for make a difference!
If there was a rating of 10 Joe surely would have earned that tonight!
Chris
Medical Science Liaison
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Sent: Wednesday, November 18, 2009 11:15 PM
Subject: Re: This is Joe....thanks for the workout my brain hurts lol
Joe,
Thanks for all your help. Now if someone else has the same account planning problem you can get credit for solving the issue. Your expertise was invaluable with both the account planning tool and lotus notes. You are the man!!!
Thanks again for your help and dedication to making sure that my system is up and running!
For the headache take two aspirin and I will send you the million dollar bill in the morning. LOL.
Again thanks,
Chris
Community Oncology Account Specialist
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Sent: Tuesday, August 11, 2009 10:11 AM
Subject: Joe ROCKS!
Joe,
Heather called in exclusively to say that “you rock” as she put it. She called to thank Joe for the excellent customer service that he provided to her.
GREAT JOB! Heather is not our toughest customer but she has her moments. For her to call in only to thank you for the great support you provided is a testament to what you do each and every single night.
Thank you, Joe.
Regards,
Frank
Client Manager
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Sent: Tuesday, July 21, 2009 11:21 AM
Subject: Liz - Siebel Issue
Hello,
Just wanted to let you know how much I appreciated all of Joe's help with my focus sample issues. He was always very professional and prompt with his follow up. He was able to solve the problem and get the issue closed.
Thanks again!
Liz
Medical Sales Specialist
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Sent: Wednesday, July 15, 2009 4:01 PM
Subject: What our customers are saying about our service... July 2009 - MTD
Team-
Please take a look at what the customers are saying about the service the helpdesk is providing.
Special Note: Joe was mentioned by name for doing a wonderful job. Well done, Joe!!
Survey Comment..."I’m having some issues with my computer but what I want you to know is that i am incredibly lucky that i have received Joe Knott on the phone twice in two days and he is a genius. I hope that you guys are paying him a ton." - Barb
Please let me know if there are any questions, comments or concerns.
Frank
Client Manager
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----- Forwarded by Sara on 06/10/2009 08:31 AM -----
Subject: Help Desk
Sara-
Last evening, around 11 PM, as I settled into my hotel room, I was going to answer some e-mails I received while traveling. To my unpleasant surprise, VPN would not load. To my pleasant surprise, the Helpdesk was open. Joe worked with me, sometimes even remotely, way past midnight to resolve the problem. My hat goes off to him as he was knowledgeable, more pleasant than I was (sorry Joe) and diligent to resolve my problem. It is time that we in the field realize that the Helpdesk is NOT the reason that our laptops are slow and some times breakdown. Please give him, a handshake, a pat on the back, an appointment with the queen or whatever you can to recognize his efforts.
Thanks JOE!
Allen
Medical Science Liaison
Sent: Wednesday, June 10, 2009 8:32 AM
Subject: Fw: Help Desk
Great note regarding Joe's hard work last night. Please forward this along to him and give him my thanks.
Sara
Senior Project Manager
Sent: Wednesday, June 10, 2009 3:40 PM
Subject: RE: KUDOS TO JOE
Joe,
Great to read this! And especially from a Medical Science Liaison – who are notoriously the most difficult customers!
Really appreciate your patience and dedication to help him get connected.
Jackie
VP of CRM Services
Sent: Wednesday, June 10, 2009 10:15 AM
Subject: KUDOS TO JOE
Joe-
Great work and dedication on your last call on Tuesday. Allen was so impressed with the level effort that he reached out to Home Office. This is the type of feedback we love to receive from our client.
Thank you for the great customer service and for staying later to help this customer.
Regards,
Frank
Client Manager
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Sent: Friday, January 16, 2009 12:55 PM
Subject: KUDO's to Joe!!!
Team,
I listened to a few calls from Russell (who was an extremely frustrated customer) Joe was able to hear him out and calm the customer down. By the end of the call Russell even suggested to Joe that the Manager or Supervisor contact him to inform us of how helpful and polite Joe had been.
Thank you Joe and keep up the good work.
Chris
Technical Account Supervisor