Confidential: Property of Hudson’s Bay Company.

Customer Service Heroes

1101 - The Bay Vancouver Downtown

Date: Friday, June 25, 2010

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1101 - CUSTOMER SERVICE HEROES

Letter from Vancouver Native Health Society Positive Outlook Program

As a small independent non-profit society program we provide various services, including but not limited to food, clothing, advocacy, counseling and other specialized cares to HIV positive clients from Vancouver’s Downtown Eastside. Struggling with a chronic illness most of our clients are economically less fortunate and rarely, if ever, shop for new clothing.

Recently I led a nine-week breast education program and six participants successfully completed each session. In order to celebrate the accomplishment, I arranged an appointment for each woman to be fitted with new lingerie at your Pacific Centre store. Logistically and pragmatically, Zarina and Devinder arranged the fitting appointments over two days. Their willingness to provide our women with such a wonderful experience is reflected in each remark communicated to me- one woman particularly noted that she had never been treated “so royally” as she did that day. Another that she doubted she would be able to walk into another store and receive the same experience. It is a great accomplishment for your staff to impact our clients’ lives in a positive manner. Zarina and Devinder looked beyond their second hand clothing and extended superb professional customer service. Each woman received new lingerie, but more importantly, they received respect, enabling them to hold their head a litter higher.

As a result, our program subsequently purchased $1800.00 of Bay gift cards for future use as our various health education programs continue. It is my desire to bring these two exceptional employees to your attention as I believe they are distinguished employees and look forward to future collaboration with your wonderful employees.

Respectfully yours,Corinne BlasiusVancouver Native Health Society604-254-9937

Associate Name: Devinder Saggu

Years of Service: 20 years

Associate Name: Zarina Ismail

Years of Service: 25 years

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OTHER COMMENDATIONS

Thank You card from customer Jean Chesholm:Dear Devinder, I would like to say thank you for all your expert help choosing lingerie for my

daughter. Sow wonderful to see such help before and after her bi-lateral mastectomy. Thank you again.

From customer Renee Ayer, November 22nd, 2009:“I wanted to let you know that I was in the lingerie department at the Bay in Vancouver

Downtown. I want to commend Devinder for her excellent customer service. This was the second time she has helped me and she was marvelous. She knows how to size up people and find the right product. She deserves to know what a pleasure she is to deal with and that her help is appreciated.

From customer Angela Geib, June 18th, 2010:Yesterday (June 17th) I went to the Bay downtown to shop for new bras. I was assisted by Fit

Specialist Devinder Saggu who made this shopping experience one of the best I have had in the last year. She was extremely knowledgeable and her professional manner put me at ease discussing fit, appearance an style. I am very please with the recommendations she made, and send my sincere compliments.