Karen Heyduck

Karen Heyduck, an employee of the City’s Human Resources Department, has been awarded the Succeeding Through Attitudes Reflecting Service Excellence award for December 2012 by the city of Murfreesboro.

She was recognized at the Dec. 20 meeting of the Murfreesboro City Council and is the third recipient of the award, established to recognize those among the city’s greatest assets – its employees – who go the extra mile to provide superior customer service.

Heyduck was nominated by several fellow employees and their spouses pertaining to her actions in helping employees navigate through the recent changes to the employee health care plan.

“She responds very quickly and thoroughly,” one employee said in a submission. “I have had many questions. She is always patient and has never made me feel as though I was 'less than' for not knowing.

“If she didn’t know an answer she has gotten back to me quickly (to) let me know that she would be working to find the answer. I can only imagine the volume of questions she has had to field, yet she has kept her positive attitude. Even before the insurance roll-out, Karen … always greeted me with a smile.”

In addition, an employee's spouce wrote that Heyduck demonstrated the highest in customer service by going beyond expectations.

“Ms. Heyduck went beyond my expectations in helping me with an insurance matter,” the employee wrote. “This issue has been and will continue to be complex. However, Ms. Heyduck always is more than helpful to get the issues resolved.”

City officials said the STARS Awards Committee felt that Heyduck routinely and genuinely represents great character, consistency and professionalism in her dealings with employees and their spouses.

As officials have emphasized throughout the program, internal customer service is the key to providing great external customer service.

The city of Murfreesboro started the program to recognize employees who go above and beyond what is expected to provide top quality service for both internal and external customers. As part of the award, employees receive $25 and one day of annual leave in accordance with the city’s vacation policy.