On, Feb 3, Garrison Commander Col. Jason Wesbrock and Garrison Command Sgt. Maj. Matthew Ladd surprised employees on Fort Hood with awards celebrating their customer service.
Theresa L. Jones, Child & Youth Services school liaison officer, and Quanda Price, Fort Hood administrator for the Army Substance Abuse Program, both received visits at their respective offices at the Shoemaker Center and were presented Certificates of Appreciation and coins from the garrison command team in recognition of their exceptional customer service.
These recognitions came about due to Interactive Customer Evaluation reports, better known as ICE comments. The ICE comment system is a way for customers to provide feedback on services offered throughout the post. These comments can be provided anonymously, and are sent all the way up to the garrison command team in order to evaluate customer services and products provided by Department of Defense offices and facilities.
“It was a privilege today for the garrison command team of myself and CSM Ladd to recognize several individuals across Fort Hood who have provided exceptional customer service to our Soldiers, families and retirees,” Wesbrock said.
“This is even more noteworthy of the service provided during the numerous challenges faced due to the coronavirus, while still maintaining a positive interaction with our customers,” he continued.
Jones and Price both received exceptional ICE comments based on their customer service, and the garrison team felt that required recognition.
“I am a big customer service person,” Price said, when asked what she enjoys most about her job. “I have always worked customer service, and I really just love working with people.”
The following was part of the ICE comment sent for Jones:
“… Ms. Terri Jones was such an angel and shared so much information for my family’s (permanent change of station) move. She shared information on the type of learning going on at Vilseck, Germany and contacted the (liaison) there so we can communicate. She was very knowledgeable and ... went above and beyond to make sure I had all the necessary contacts.”
Other awardees that were presented on Wednesday included Janie Ware, Copeland Soldier Service Center; Willie Patrick, Fort Hood Identification Card facility, and Claude Denton, Visual Information Center.
For more information about ICE comments or to submit feedback, visit https://ice.disa.mil/.