After very long time, I experienced the best customer service ever, when I visited a local mobile network service provider here. I keep a pre-paid SIM card in a local mobile network for use whenever I visit Sri Lanka. Yesterday morning, when I wanted to insert the SIM into my smartphone, I did not find it inside my shoulder bag. Either I have lost it during my travel or left behind at home. Before I could proceed with any other tasks for the day, the first thing I had to do was to get a replacement SIM card. Fortunately, there is a Customer Service outlet of the mobile network service provider 15 minutes away from parents' home and I headed there in a taxi around 0930 in the morning.
As I got there I realised, the place has much improved interior decor and well lit, since I last been there. On my arrival, a young gentleman approached me and politely asked me of my requirement. He then got me a token from the Q-machine and asked to wait. In about less than 5 minutes, a young lady came to me and accompanied me to her service counter & offered me a seat. She then asked me the how she could help me and after mentioning to her that I needed a replacement SIM card, she asked me a couple of questions to confirm the authenticity of the transaction. Funny thing was, when she asked me whether the SIM was under my NIC1, I got confused a bit and submitted my Passport for verification of identity. After checking my Passport, she pointed out my National Identity Card Number, which is mentioned in the photo page of the Passport and handed it back to me. As she was processing my replacement SIM card, she politely mentioned to me that it can take any time between one to two hours to get the SIM card to be activated. Now, that wasn't any good to me as I wanted to use my local phone number immediately to book a taxi to proceed with my tasks for the day. So, I said to her that I need my phone to be working as quickly as possible. In response, she said, she will activate the SIM as it was being processed. What I like was, she was very positive and re-assuring, instead saying let me try, I will see, what I could do etc as we often hear in transactions of this nature. After processing the replacement SIM, she even made time to insert the new SIM into my phone, configuring all the settings & the like. I also wanted to top-up my data package and asked her about the options available. She explained to me all options available clearly and concisely. I handed her the required payment which she her self went to the cashier to make the payment for me, which I thought very kind of her.
I have to say, brilliant overall customer service , by promptly responding to all my queries, with all available options & solutions by the young lady. Unfortunately, I could not make a note of her name and if I had I could've dropped a note to her leadership team with complements. Kudos to the young lady ???
National Identity Card