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CQuence Celebrates Virtually Unstoppable Customer Service

Over 36 years ago, my dad, Bob Cassling, founded our family of companies on a commitment to providing world-class customer service. The reason that each and every employee is at CQuence today is because of his passion for serving the customer. This is a focus that all of our CQuence Health Group companies share and enjoy celebrating each year during National Customer Service Week.

This year, our annual Customer Service Week festivities were held in an entirely virtual environment due to COVID-19. We made the most of our new reality and even incorporated it into our theme: Virtually Unstoppable. This small play on words was a big reference to our current conditions and a subtle reminder of our ongoing commitment to give our customers the exceptional experience they have come to expect of us.

Throughout the week, we commemorated the occasion with virtual activities, contests and gifts to help us convey the appreciation we have for our team members for the work they do to take excellent care of our customers all year long. The week started off with appreciation gifts, which employees were able to choose online from a curated selection.

“All of the gift options were so nice that it made it hard to choose, but for such a diverse company, this allowed everyone to get something unique to them,” said Abigail Basili, Database Analyst at Ensocare.

We also held an internal recognition contest where employees could recognize each other for demonstrating one of our cultural beliefs (Speak Up, Expand Excellence, Get Clear, Learn From It, Grow Together, and Act Now) for a chance to win prizes. All week, our teams were giving each other shoutouts for going above and beyond in every area of our business.

“I would like to recognize Renee with sincere appreciation for all she does for all of us,” said Senior Human Resources Generalist Kayla Engel about Receptionist Renee Leners. “Thank you, Renee, for all the things you do, the things we know about and the things that may go unnoticed but are so important nonetheless!”

Next was Trivia Tuesday. Team members competed to answer trivia questions based on knowledge of our customer-facing teams. From interesting facts about our field service team to our customer support team, everyone learned something new about the support our customer service groups offer each day!

“It was very entertaining and I appreciated the opportunity to connect with and see people at the company that I don’t usually get to see,” said Layne Oberto, Regional Service Manager at Cassling.

On Wednesday, employees gathered via Zoom for a Lightning Scavenger Hunt Luncheon where participants raced the clock and each other to be the first person to find an item on the list of common (and uncommon) household goods. The list included pandemic-related items like a face mask and a wrapped package of toilet paper and more challenging items like “something you have had since high school” and “something someone made for you.”

“It was fun to learn more about people from the different items around their house that they used in the scavenger hunt,” said Karen Pickering, Sales Contract Coordinator and our scavenger hunt winner. “Learning the stories behind some of those things was something fun that wouldn’t have happened at the office.”

On Thursday, team members enjoyed a virtual social hour. We encouraged participants to grab their favorite beverage and join us via Zoom as we played several rounds of bingo. Each round got a little more challenging as players competed to be the first to get a line, then an “x” and then a blackout where all of a card’s numbers must be called.

“I enjoyed all the fun activities that we had the option to participate in,” said Lisa Morris, Senior Accounting Analyst. “It was a nice change of pace.”

We capped the week of virtual activities off with a photo contest. Employees were invited to share a photo of themself with their appreciation gift of choice. From fire sticks and Audible subscriptions to air fryers and neck massagers, we all had fun choosing our own gift from a large variety of options.

“It was exciting to get to choose a gift,” said Ron Zink, Field Service Engineer at Cassling. “Thanks for making my day!”

I think it’s safe to say that what we appreciated the most this past week was the opportunity to connect with each other virtually while celebrating our efforts to be the best organization we can. Our service is what helps set us apart, and we wouldn’t be where we are without each and every single one of our team members going the extra mile for our customers. We can’t thank our employees enough for providing our customers with an unmatched experience with our family of companies. We invite you to share your favorite part of National Customer Service Week with us in the comments below!

Mike Cassling
About Mike Cassling

Mike Cassling holds an undergraduate degree from the University of Nebraska-Lincoln in general accounting and marketing. He completed the Graduate School of Sales and Marketing at Syracuse University in 1992. Joining the Cassling team in 1985, Mike worked in sales and served as the vice president of sales and marketing before being appointed president in 1996. Under his leadership, the company earned the #1 spot on the "Best Places to Work in Healthcare" list by Modern Healthcare and Best Companies Group, the Platinum Well Workplace Award, was named a 2011 Best Places to Work in Omaha and Best Places to Work for the Advancement of Women, as well as the 2008 Omaha Chamber of Commerce Business in Excellence Award.

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