An exemplary employee doing unexpected service

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Benedict Lopez shares with us his encounter with a model employee who really put the customer first.

Employees are the invaluable assets of any company.

Successful companies are built by diligent employees who work zealously and constantly strive for excellence. Exemplary employees, besides exhibiting these traits, rise over and beyond the call of duty, whenever the occasion warrants it.

On a Friday morning in December at around 9am, I took my car for its second service at the outlet for the car model in Sungai Besi, Kuala Lumpur. Upon arriving at the outlet, I proceeded to the counter and informed the receptionist about my appointment for the service.

The receptionist told me to have a seat and wait for the service advisor to attend to me. She asked whether I wanted to wait at the outlet or return at around 4pm the same day to collect my car.

I highlighted the fact that my first service the previous year took only around three to four hours. I nevertheless told her I would wait at the customers’ lounge, which I must say is quite a comfortable place, filled with drinks, biscuits and nasi lemak for all the customers.

Within a short while, the service advisor attended to me very professionally and informed me about all matters relating to my service including the total cost.

After waiting for about three hours, Mazlan (not his real name), a long-standing employee of the company, walked into the lounge and noticed me sitting on the sofa. He then approached me and enquired about the service of my car, and I updated him on the matter.

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Mazlan then asked if anyone had informed me that I could have been sent back home by the company’s driver, and that he would have personally done it for me.

I told him nobody had informed me about this amenity offered by the company.

Mazlan, 63, then chatted with me about his long service with the company. Despite having passed the retirement age, he was still employed by the company on a year-to-year contract, depending on his yearly medical report.

After my service was completed, he accompanied me to the counter to pay my bill. As soon as payment was effected, he told the clerk to give me a company calendar, reminding her that the calendars were meant for customers.

Upon leaving the outlet at about 1pm, I thanked Mazlan for his concern and courtesy. After driving for a short while, I noticed that the speedometer was not functioning and that the time on the clock was incorrect. I quickly made a U-turn and returned to the outlet to rectify the faults.

Mazlan was at the counter again when I returned and immediately called a technician to attend to me. Initially, the technician told me that he was going for his Friday prayers, but Mazlan requested the technician to assist me as it would only take only a few minutes remedying these faults. He was spot on as it took the technician only around five minutes.

Mazlan then hopped into my car and accompanied me to the security gate. Before I departed, I once again thanked him for promptly attending to my complaint.

It is certainly the desire for any company to have at least a few model employees like Mazlan, an employee driven by an uncompromising quest in providing excellent service for customers. The commendable work ethic of an employee in any company is not only priceless, but it can also at times positively influence other employees in the company.

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Mazlan may just be an ordinary employee of the company but he definitely knows the value of customer relations. He knows that it is the customer who is responsible for the success of the company – something which staff in many companies are oblivious to.

Mazlan’s empoyer should request him to give a lecture on customer relations to the rest of the staff.

Kudos to Mazlan for being so customer-orientated and assisting me with sincerity. It was indeed a pleasure for me to have met him and conversed with him, albeit only for a short while.

Any company would be proud to have an employee like him.

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Benedict Lopez was director of the Malaysian Investment Development Authority in Stockholm and economics counsellor at the Malaysian embassy there in 2010-2014. He covered all five Nordic countries in the course of his work. An eternal optimist and now an Aliran member, he believes Malaysia can provide its people with the same benefits and privileges found in the Nordic countries - not a far-fetched dream but one that he hopes will be realised in his lifetime
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