This true story occurred several years ago…
Driving down a lonely road at night, far from any sign of civilization, Mrs. Smith had a one-car accident, ending up pinned in her car in a ditch beside the road. Unable to escape from her car, unable to be seen from the road, with minor injuries, Mrs. Smith was near panic as she tried to reach assistance with her cellphone. Unfortunately, since she was in a remote area, cell phone service was weak. The only success she had reaching a live voice was when she called her husband’s office and reached Dexcomm. The efficient operator quickly contacted emergency assistance and Mr. Smith, then returned to the line and stayed in contact with Mrs. Smith until assistance arrived. The remarkable aspect of this story is that the operator who handled this call so admirably was only in her third week of employment with Dexcomm.
This story would not occur in exactly this way today, because we have greatly extended our initial training. Now, an employee cannot take a call until their seventh week. What has not changed, however, is the compassion and skill of our staff.
