February 10, 2011 Ronkonkoma, NY – On January 21st, a 39DollarGlasses.com customer service representative went the extra mile when the customer she was on the phone with suddenly stopped responding.
“I was on the phone with one of our long-time customers, and suddenly, she was unable to respond to my questions,” said Donna, the customer service representative handling the call. “A moment later I heard the phone fall to the floor and I knew something was wrong,” she added.
At the other end of the line and over 800 miles away, Karen Ford, a wheelchair-bound homeowner in Northwest Georgia, fell unconscious.
“I immediately notified my manager, who then notified the customer’s local emergency response. Since Ms. Ford had ordered from us before, we had her address in our system, so we were able to give the emergency response dispatch her exact location. I stayed on the line with Ms. Ford until the emergency medical technicians showed up,” said Donna.
Karen Ford was rushed to the emergency room and has little memory of the incident other than the fact that Donna’s quick actions were instrumental in saving her life. “I’ve been a customer of 39DollarGlasses.com since September of 2008, and I hate to think of what would have happened that day if it weren’t for Donna,” said Ms. Ford. “I feel we have a bond now; she even emailed and called me afterward to make sure I was ok,” she added.
Dr. Marc Weinstein, CEO of The Value Eyecare Network and 39DollarGlasses.com, had this to say, “At 39DollarGlasses.com, we place a strong emphasis on customer service, but you rarely think that the actions of your employees are going to affect someone’s life in such a way. I can’t express enough how proud I am of Donna and her outstanding customer service skills. She quite literally saved one of our customers.”
About 39DollarGlasses.com: www.39DollarGlasses.com was developed by eye doctors to create an inexpensive method for people to acquire high-quality, finished prescription eyeglasses. It is completely doctor owned and operated with facilities in New York, producing essentially every kind of prescription eyewear, manufactured exclusively in the USA.