Page 17 - The MIL Connection: Spring 2023

mil cares

Backing the red, white, and blue

MIL Charleston launched their first MIL CARES event in February in support
of Joint Base Charleston servicemembers deployed in various regions around
the globe. The team connected with local military leadership to identify units
who could use a little support and then convened to build care packages to
mail to each unit. The care packages included a variety of snacks from home,
fun cereals that are hard to find in the chow halls, travel sized board games,
hand warmers, high quality lip balm and other mini-hygiene items that are
appreciated when stationed in areas without the comforts of home. The
Charleston team plans to make this a quarterly event to support their local
community and show MIL’s appreciation for our military servicemembers.
If you don’t live in the Charleston area, you can still help! Simply purchase
an item from the wish list to be delivered to the Charleston office, and they
will include it in the next care package delivery. Please note, when choosing a
delivery to the MIL Charleston office (1535 Hobby St., Charleston, SC 29405),
please choose a weekday delivery date as there is no weekend access to the
building. Thank you for your support!

kudos

5-star review!

When the subject line is “Exemplary Customer Service,” it’s reasonable to expect what comes next will be positive. So when
Ashima Lall opened a message from Library of Congress customer Sam McLemore, Information Technology Specialist for
the Office of the Chief Information Officer’s UX Design and Usability team, she anticipated the contents would be favorable
to someone on her team. What she probably didn’t know was that not only did MIL staff members Cashmire Robertson and
Michael Allen “save the day,” they also made Mr. McLemore a major fan. Let’s let Mr. McLemore tell his own story:
My name is Sam McLemore and I’m on the Design and Usability team in OCIO. I called in this morning at 10:30am because I’d
spent almost 2 hours trying to get my phone call authentication to work—but frustratingly—met with no success. I ultimately found
that success just before 3pm, but not without the help of some members of your team that I’d like to mention.

To that end, fast-forward to getting Ms. Cashmire Robertson on the phone (her name wins!), and her earnest desire
and efforts to help were not only exemplary, but also had the unexpected result of disarming a very frustrated
employee (now THAT’S what I’m talkin’ about!). She was remarkably efficient, and took every instance to not
only inform me of each step taken (we were on the phone for close to an hour, if not more), but was wonderfully
pleasant and empathetic in the most polite and congenial way. She’s an absolute archetype for the model employee
one should encounter when customer service needs to be called. Facts!
spring 2023 | the MIL connection | 17