FORT CAVAZOS, Texas -- Fort Cavazos team members provide exemplary customer service every day, and though their work isn’t always rewarded, it doesn’t go unnoticed.
The Customer Service Incentivized Awards and Recognition Program is an initiative provided through the Interactive Customer Evaluation program that allows the Fort Cavazos community to submit the names of team members and positive feedback about how they provide extraordinary customer service.
Acknowledging the efforts of employees supports Fort Cavazos’ overall service culture, improves morale and aids in promoting the use and effectiveness of the ICE program, said Dale Cowan, management analyst for Plans, Analysis & Integration.
Cowan explained that he was looking for ways to reward customer service representatives when he came up with the program a few years back.
He stressed that ICE is not a way for Soldiers or civilians to complain about their supervisory chain or other things that are not customer service related.
Cowan shared that he selects team members based on customer comments and whether they indicate the team member went out of their way and provided “world-class” customer service.
“It’s important to recognize team members in this manner as it supports the Garrison Service Culture Campaign,” Cowan expressed. “One of the components of our campaign is ‘Team Member Recognition,’ and this recognition rewards great customer service, enhances the team member’s willingness to serve our customers and improves overall team member moral.”
Cowan said members recognized through the program are typically given a certificate of appreciation and a Garrison coin, but the most valuable reward is the personal recognition by their customers.
“I love to get feedback, either good or bad, from clients,” said Stacey Izquierdo, an employment readiness specialist for Army Community Service. “It makes me feel appreciated when clients go out of their way to put in a good word or comment about my work.”
Izquierdo provides employment services to the military community to help prepare them to be successful at obtaining a new job or career. She was recognized for her service between January and March 2023.
Izquierdo conveyed that she treats people the way she would like to be treated.
“When you go to an organization asking for help, the last thing that you want is to be treated badly or made to feel bad for asking for help,” she explained. “A little kindness goes a long way. I go out of my way to make sure my clients feel comfortable enough to tell me their needs. Because I am also a military spouse, I experience the exact same things that my clients experience when it comes to employment every time we move, so I can relate to them on a personal level as well.
“Employee recognition is extremely important to the health of an organization,” Izquierdo continued. “People want to be recognized for their work. It motivates you and increases overall morale. Employees are more willing to go out of their way for a leader or organization that recognizes the work that they do.”
Cowan said the idea is to show that Garrison leadership puts a lot of stock in customer service and that is evident through the feedback from ICE.
“We just want to make sure our team members know that we are aware of their efforts in taking care of the customer,” he expressed.
Customers can fill out a hard copy comment card and drop it in any feedback box, capture a QR code and fill out a comment card on their phone or they can visit the ICE website and submit comments there.
| Date Taken: |
05.18.2023 |
| Date Posted: |
06.23.2023 10:22 |
| Story ID: |
447386 |
| Location: |
FORT CAVAZOS, TEXAS, US |
| Web Views: |
48 |
| Downloads: |
0 |
PUBLIC DOMAIN
This work, ICE recognizes world-class customer service, by Janecze Wright, identified by DVIDS, must comply with the restrictions shown on https://www.dvidshub.net/about/copyright.
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