SIHLE - MAY OTHERS TAKE YOUR LEAD!

I have been using PAXI for a month or two now and have never had cause to complain re the service received when calling their customer care line. The agents are friendly and helpful and happy to assist.

Today however, the service I received when calling in to track a parcel, was truly exceptional! The agent, a gentleman by the name of SIHLE went far beyond what was expected of him.

When I hung up, I was not looking forward to the inconvenience of having to stand in a queue at PEP and explain the story about my parcel to the sales lady and have to try and convince her to give me my parcel without my having the PIN;

the relevant branch had not registered my parcel as received when it arrived and as Sihle patiently explained, they were not able to do so now at this late stage and as such the only way to get my parcel was to mention to the sales lady that Sihle had called and traced it to their branch and to request for her to call him so that he could explain the situation to her;

Nevertheless I was grateful that at least Sihle had managed to track the parcel for me. So I thanked him for his help and his patience and hung up.

To my surprise, an hour later I received notification from Sihle that I should look out for a text message containing the PIN number that i needed to collect my parcel!!!

It turns out after our phone call Sihle had decided that although I was satisfied with the service received, he was not and he therefore went out of his way, and had spent the last hour unbeknown to me, making calls, researching and brainstorming how to get the system to issue me with a PIN without causing all subsequent parcels to reflect a system error (as mine had).

Sihle did not need to do this. He did not need to put in any further effort after all I was not complaining about the service received and him going out of his way would therefore make no difference, i.e. he would not gain anything from doing more than what was asked, neither would he lose anything YET he went out of his way anyway.

I do hope that PEP/PAXI take my comments into consideration when assessing Sihle and his performance and CONGRATULATIONS to PEP/PAXI who have a real asset in this young gent!

May others follow Sihle and PEP's lead when it comes to excellence in service!