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| Everyone gathered around, and the DC and supervisor presented Charles with a certificate and recognition button for going above and beyond. |
When a call is
received from a client, it is often a
complaint. Not this time. We received a telephone call on 1/2/2020 from a client of Charles Arras. This client was calling to offer words of commendation for Charles.
The client is divorced, unemployed, and receiving the minimum unemployment benefit. She had used her savings and borrowed money to pay
her rent. She was here to apply for MediCal and CalFresh. She said that after the service she had received from Charles, she felt
compelled to reach out to management to let us know what a great human being he is.
She stated that it is already a humbling experience to have to
come in and apply for benefits, but that Charles was never condescending to her -- it was completely the opposite of what she had expected. She felt that Charles listened to her. She felt supported, guided, and encouraged -- it transcended her experience and expectations.
This is a prime example of excellent customer service. This is a busy time of year when caseloads are high, but Charles
still took the time to listen and do what he could for her. Most importantly, he treated her with dignity and respect.