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Just a brief note to express my appreciation for the professional, helpful manner displayed by Paragon tech-services agent, Susan, who helped me with a kiln problem this morning around 8:00 AM.

Karl Amelang says, "I am a semi-retired Human Resources exec-turned-knifemaker, and the proud owner of a Touch-Fire II controller and a Paragon electric kiln. "

Over the course of my past career, I served in some of America's largest and most complex call centers, with companies such as MCI and International Paper. I have personally monitored hundreds of service calls over time, and have written and delivered a wide array of customer service training modules. I have worked with, and come to know, some of the best service agents in the U.S., and I am very familiar with the skills required to be successful in the field. Delivering quality service is as much art as it is information, and only a small percent of service professionals rise to the top. In my opinion, Miss Susan is one of that small percent.

My part of our call was made more difficult by my aversion for detailed electronics explanations, coupled with a bad head cold that made conversation a challenge. Susan, on the other hand, was sparkling clear in her presentation. She was precise and concise, and asked very appropriate probing questions. Because of her thorough manner, I was able to finally correct an issue that no one else has solved on a number of previous calls. I won't bore you with details, but simply wanted to write to ensure that Susan's abilities are reported to the top of the Paragon chain; and to say that if it were me, I'd provide her with opportunities to share her people-skills and abilities with others.

It's not often that one encounters a "techie" with top-notch interpersonal skills like Susan, so I wanted to say "Thank You" to you and your organization for taking such good care of your users out here in the field. Keep up the good work!




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