Wednesday. February 13. 1991 - North Shore News - 47

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“WEWS photo Cindy Goodman

THE NORTH Van Community Players’ production of Ladyhouse Blues continues to February 23.
Janet Scott, Laurie Lane, and Shoena Mcdonald (left to right) are in the play, directed by Paul
Kloegman. The curtain is at 8 p.m. and reservations can be made at 983-2633.

A matter involving
‘peace of mind.

Peace of mind is the ultimate “bottom line” in the
service that CN gives our freight customers.
The complete confidence that shipments they've
entrusted to us are in the good, reliable hands
of people who care People who reflect a sense of
urgency in their jobs knowing that what they do
does have a bearing on customer satisfaction.
CN emplovees are responding to the fact that
quality service is a must if were to go on being
a prime contributor to Canada’s economic growth
in the global marketplace of the 90s. Our focus
has to be on the customer.
Customer satisfaction is everyone's

business at CN.
It's very much Pat McDermid’s business in
Winnipeg.
Hes about finished marshalling a 98-car train
that will soon be headed west. when an urgent call
comes in from CN’s Customer Services in Toronto—
can he possibly add a car that's just arrived in
Winnipeg? It's critical that it reach Vancouver
ona schedule that can oniy be met if it makes
that train.
. As yardmaster, forming trains and getting them in
and out on time is Pat McDermid’s job. But you
can bet he'li do everything possible to meet that
urgent request without delaying his train.
“A customer with a problem is counting on us.”
Weve isolated one employee and one situation.
but it typifies a new spirit at CN these days. Reflecting
a commitment to quality service that breeds cus-
tomer satisfaction. And that's how we get our peace

of mind.

Living up to the commitment.

Pat McDermid —in a CN Winnipeg control tower —immersed in
solving a critical customer service problem.