Incredible customer care experience

I telephoned the Shoprite Checkers call centre three weeks ago and asked for assistance with the possibility of finding a replacement lid for a Platinum Slow Cooker. I initially spoke to Craig Waterloo and later on, with Shandre Permall on *** or extensions of that number. Both Craig and Shandre attended to my request efficiently and in a professional manner. Both were unbelievably responsive, helpful and they kept me informed at all times. Each time they said they would contact me to update me, they did. Suffice to say, that in spite of my bungling the lid size, within three weeks (delays all from my side) I had a replacement lid delivered to me. As I am currently preparing and will need to continue to prepare meals for a friend who is poorly and needs sustaining and easy to eat and digest food, being able to prepare meals in the slow cooker is a godsend. In a world where phoning a call centre fills one with dread, picturing endless waiting, agents who seem ill equipped to handle customer queries and resigned to no follow ups, Craig and Shandre’s comprehension, responsiveness and auctioning my request to a successful conclusion needs to be recognised and applauded. I would very much appreciate it if you could make Craig and Shandre aware of my comments and I do hope you will recognise their efforts – they truly do epitomise customer service at its finest – they both are a credit to your organisation. Originally e-mailed to Shoprite Customer Care Management.