Someone who gets what service is about

Pastel has a really bad name in the industry for providing mediocre support at best: this isn't even up for discussion, your support really blows. Sometimes, when dealing with Pastel support, my mind goes ape**** trying to figure out how you have any clients at all.<br> <br> Then you get to deal with Andre de la Harpe in your Cape Town support centre. Despite being new and learning the ropes, he remained calm when I freaked out over having to speak to YET ANOTHER person. He took his time to explain the software to me, getting technical when he needed to and dumbing it down when I was unclear about something. More than this, my phone cut out and instead of ignoring the support query, Andre called back until he reached me to continue the support session. This shows me that he understand a query isn't resolved because the client isn't on the other end of the line anymore: it's only resolved when the client is happy. <br> <br> It's because of people like Andre de la Harpe that Pastel manages to keeps clients. The rest of your service department can learn a lot about how he does things. <br> <br> To Andre's boss: Please give him an free afternoon off work: he really went the extra mile to help me.