This young man surprised me as an excellent example in customer service. His name is Zahrin and he works as a technician for Thunder Match Technology at the outlet in Carrefour Subang Parade.
I bought a certain brand of antivirus software that ran into installation problems. At 6.15pm I rang the service centre and spoke to Zahrin. He told me he finished work at 7pm that night and advised me to see him the next day. However, I was desperate to get the antivirus installed so that I could use my laptop without any virus wiping off my data.
Zahrin told me to reach his office by 6.30pm but there was no way the traffic could allow me to perform this feat. I demanded to speak to another technician. Unfortunately, Zahrin was the only technician on duty that day, and of all days he had to leave early that day. I raised my voice indignantly. Zahrin did not react to my outburst. He remained calm, cool and composed. He told me to drive over to his office immediately. I grabbed two laptops and raced to Subang Parade.
I reached at 7pm. Zahrin began to install the software on my personal laptop. Then, I quietly pulled out another laptop and asked him if he could remove an old antivirus program. Although I had uninstalled the program, the antivirus was still lurking around in the computer, and prevented me from installing a new program. Zahrin was very knowledgeable. He knew exactly what the problem was and had the perfect solution.
In the end, Zahrin could only go home at 8pm - an hour late. His dedication as a customer service provider has made me a very satisfied and thrilled customer. The service centre charged me RM10 for each laptop. For all the trouble I have caused them, I would be pleased to pay more.
Dear Zahrin, you are the best! You have shown excellent performance in customer service! Bravo! Bravo! Bravo!