The memo copied and pasted below was sent from the VP of QA to my Division Manager and the VP of IT and was later forwarded to my supervisor and the manager right above her.

I changed the full names to their initials for obious reasons, but left the rest of the message intact. I'll try to let the memo speak for itself, but I do know one thing, sometimes it's good to be recognized and appreciated in the workplace...

Subject: HELP Desk is helpful
Date: 11/22/2005 09:19 AM

R.D.[Division Manager],

I called the HELP desk three times in the last four months. Each time I was connected to a living, talking individual who was knowledgeable and was able to solve my problem during the course of the telephone conversation. One person even called back later to find out if the problem stay solved or if I needed any other help.

Yesterday's call was handled by Derrick, but my main observation is on group performance rather than on particular individuals. It appears to me that the HELP desk function is working well and the staff consistently displays a wonderful service orientation and positive attitude.

R.K.
Internal Customer & QA Director