Michael sent a message to Roger W. Ferguson, Jr. – President and Chief Executive Officer of TIAA-CREF – Email Address that said:
Dear Mr. Ferguson,
I am writing to commend the work of two team members in your organization, Susanne and Melissa, they exemplify what I expect to receive in the form of customer service! However it took six business days to process a simple withdrawal and I was mired in a never ending web until these two outstanding team members looked at what has transpired and corrected the multiple mistakes that had taken place in processing my request. I hope that my experience can serve as teaching experience and will help improve customer experiences in the future. I would welcome the opportunity to share my experience with you directly.
Warmest regards,
Michael
