On three positive notes

In an attempt to start the new year on a positive note today we will feature three positive letters:

Tuaco Opticians

Customer service has always held a place of priority with me. As much as I hate bad customer service, excellent customer service gives me a sense of satisfaction.

A couple of months ago I ordered a pair of spectacles from Tuaco Opticians in Melita Street, Valletta. I chose a clear white frame. After some time, it changed colour and turned rather yellowish. I called at Tuaco and discussed my complaint with Sandra. The frame has now been replaced with a new one at no extra cost.

This is what I call excellent customer service! Tuaco Opticians should be commended for such service. (Sylvana Zarb Darmanin),

I add my compliments to Tuaco Opticians on having made such a positive impact on Ms Zarb Darmanin who identifies excellent service when she receives it. Indeed such service generates regular customers.

J.J. Scerri Co. Ltd (Centro Casalinga)

From my experience these days I am passing bad comments about a company's service more often than positive comments. In your case I only have praise. We seem to only air our views when we complain about a matter. However, we rarely do anything when we are satisfied with a company's service. So I thought I would write a letter.

Recently I purchased a Haier stainless steel fridge from your establishment and my dealing with your company from day one was commendable. From the lady who on most occasions spoke to me on the phone, to your deliverymen and technicians, all were helpful and genuinely nice people. Whether it was telephone calls, delivery dates or meeting arrangements your staff were spot on.

It turned out that I needed my fridge door changed and the part was not available. You stated a three-week wait and three weeks it was. There was a further small mishap whereby the wrong fridge was delivered. However, if your people said someone would call me to sort out the problem, someone did and your dealings throughout assured me all would be well in the end.

I think communication with a client is of the utmost importance. Delays happen and faults occur but if the client is kept updated and informed truthfully, in most cases the client would feel assured s/he is not being cheated and would understand.

I commend you for your professional manner and service. (Tania Spiteri)

Well done, Centro Casalinga!

Enemalta - case resolved

Here follows a brief letter which effectively positively closed another case:

Dear Mr Muscat Inglott,

Reference is made to your note dated November 2, 2004, together with a copy of a letter which you had received from Mr J. Pandolfino, chief finance officer of Enemalta.

While thanking you for following our case, please note that it has been resolved as the electricity supply has been reconnected. I am sure that your interest helped.

I would like to take this opportunity to point out the efficient and down-to-earth manner in which Mr Pandolfino works. He is someone who can be trusted to be fair in his dealings. (Ray Pizzuto)

Well done and thank you, Mr Pandolfino!