So this past Friday (Sept. 19, 2014) turned out to be one of the best if not the best day since I lost my David. So my short term disability extension had been denied. From June 9th through August 20th, that is the extension that was denied. It was because my doctor did not submit the paperwork by the date required. Fine, I appealed. I sent the paperwork back the very day I got it. Should have had a decision on Aug 15. But for reasons unknown (and even though I called to check on the appeal several times) the paperwork was not sent to the appeals people like it was supposed to. I got a phone call on I believe it was Aug 12 telling me my case had just been assigned to an appeals person. They were going to need to extend when they issued a decision until Sept 29th. Sure why not, I had already been living off my savings, which was rapidly dwindling, why not wait another 45 days. Well on Friday morning I got a phone call, 10 days earlier then they had said, telling me my denial had been overturned and the extension had been approved!! So basically ten and a half weeks of back pay will soon be coming my way! What a relief!
So I get to work, in a really good mood. I am doing what I do, plus trying to finish some online training I need to work on, between customers. I'm busy reading whatever it was I was studying when one of my co-workers asks me if I have checked my email lately. I hadn't, so I open it, and there is an email from our manager to all of us. PNC like almost every business I know of does customer surveys. Now Kohl's and other places I am used to have the survey attached to your receipt. It is up to the customer to take the time to call or go online to do the survey, and at least at Kohl's we never know who helped the customer. It's more of just a general survey. Now at PNC they do it differently. They use a service that calls random customers who have been into the branches. We don't know who is called and we have no clue who waited on them until the results are sent from the service to PNC. I'm not even sure if there is a set number of surveys per branch per week or what. But the results are sent to our managers who then let us know how good or how bad we do. It is a better system, I think. Because you find out how good or how bad you are doing. There is no way to keep unhappy customers from taking the survey. No getting your numbers up because you tell your employees not to give out surveys to customers who aren't happy with the service they got on that particular day. You know an ethical way to do survey's, who knew it could be done ethically? Anyway so I have worked in my branch for 3 weeks now. This was the first email I had gotten with specific results in them. Now like all survey's the scores range from a 1 to a 5. Five being the best and ones being the worst service. This email from our manager was a very good email. Three people at our branch had survey's done the week before and all three had perfect 5's! I was one of the three people who had a survey done the week before. My very first survey and I got all 5's!!! So my day went from good to great!! Knowing that even with all my nerves and self doubt I still managed to do my job. I made my customer feel special and important and I showed him or her that I know what I am doing.
God is very good!! =)
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