NOVEMBER 2018 • FOGHORN 15 FOGHORNFOCUS: CUSTOMER SERVICE www.ALLAMERICANMARINE.com T: 360.647.7602 E: sales@allamericanmarine.com Bellingham,WA For over 30 years, All American Marine has been at the leading edge of aluminum vessel design and manufacturing. We are proud to introduce the Enhydra, a lithium- ion hybrid electric vessel with the revolutionary BAE Systems HybriDrive propulsion system.We are excited about a commitment to a more sustainable tomorrow in the maritime industry, because we are building it today. At the end of each week, WSF releases an online newsletter, the Weekly Update, chronically past events, providing news on upcoming the week’s schedule, profiling key crew members, and other information that subscribers—mostly commuters— will find interesting and helpful. The newsletter in itself is great example of customer service. And, each issue usually contains “Customer Kudos” that quotes a ferry passenger’s ap- preciation for a job well done. These short words of thanks run the gamut of reasons to show gratitude: from a stuck stroller, to an ill passenger, pas- sengers are happy to share their expe- riences. But, it’s not just the crew that pas- sengers see that are singled out for exemplary performance. In recent months, customers called out the extra steps taken by customer service agents in the call center. These anonymous people on the other end of a phone will remain faceless to customers, yet made an impact strong enough to impel them to take the time to write a complimentary thank you for assis- tance provided. WSF Customer kudos “I would like to compliment Craig in the call center. I spoke with him [on Jan. 29]. I had a few issues with my reservation from Anacortes to Orcas. He diligently worked them out for me and he was quite friendly. I continue to receive great service from the customer service team at the call center. Thank you to Craig and everyone else on his team.” WSF Customer kudos “My incident occurred over the phone from Missouri and I wish I would have gotten the WSF employee[‘s] name to tell you how outstanding the customer service person was! When I called, all I said was that I made a reservation but did not receive a confirmation email. The customer associate knew my name and reservation day/time without being told (awesome system, by the way!) and had an email out to me immediately. This was the best, quickest customer service experi- ence I have ever had from any company. I