CLINTON -- Melissa McGrath wasn't planning to become a pharmacy technician, but Tim Morris is glad she did.
Morris was having trouble with his insurance company over the price of a medication, along with other issues, when McGrath came to his rescue.
"She came through for us," Morris said. "Melissa went above and beyond to help us out, and we are very grateful to her."
Morris had ordered a prescription for his wife through the mail, but a mix-up occurred and the prescription never arrived. The price of the medication was also too costly for Morris.
McGrath spent hours on the phone trying to solve the problem and eventually got the matter straightened out. She also got Morris a coupon that saved him $35 on his prescription.
Because of her efforts in that situation and others, McGrath received a customer service award from Walmart on Thursday.
"Melissa spent hours trying to help them save money," said Heidi Ulrich, a Walmart representative. "She really went the extra mile."
Ulrich said Morris had complained about service at the pharmacy in the past. But when McGrath heard about his complaints, she wanted to make sure his next phone call would be one of praise.
"She really wanted to turn the situation around and make his experience pleasant," Ulrich said. "She has really accomplished that, and the Morrises have been very grateful and gratified with her service."
Ulrich said Walmart has really made a push to make customer service at its pharmacies a No. 1 priority.
"I think the pharmacy is probably one of the last places a person wants to be, and if we can help lighten the load, we certainly want to do that," Ulrich said. "We are shooting for a rating of 9 from our pharmacies, and Melissa's recognition and treatment of her patients is the first step toward reaching that goal."
McGrath said she was overwhelmed to receive the award.
"It's really an honor. I enjoy working with people and helping them solve problems so they can feel better," she said. "Tim Morris is a very sweet man, and I have enjoyed getting to know him and his wife. They're good people."
McGrath said she wasn't planning to go into the field but was introduced to it by a friend.
"I was living in the basement of my parishioner's house, and he introduced me to an old parishioner who had just finished pharmacy tech school," she said. "My parishioner said I should do that, and I said, 'Yeah, I guess I should.' He lent me the money, and I went to school."
Morris said of McGrath: "She's become part of our family. We've known her for about four years now, and we always make sure she's working before we pick up our prescription. When I walk up to the counter, she's already got my name and my birth date typed in. She knows me by name, and she always has things ready for me. She's good at what she does."
Comments