The shop assistant called up to explain the delay in the delivery of the kitchen table cabinet, which was due last week. When we ordered the kitchen table cabinet the shop promised to make and deliver the item within two weeks. When the two weeks were up she called to ask us to collect the item from her shop, which had been delivered from the factory.
Then the next day after her call we received another call from Nur, her colleague apologising for not able to deliver the cabinet because the quality of the item delivered from the factory to the shop was unsatisfactory. Rejecting the item she asked the factory to make a replacement cabinet. She assured us that the replacement cabinet would arrive at her shop in a week's time and that she would notify us immediately upon its arrival at the shop.
One week passed with no calls from Nur. My agitated wife was already thinking of asking the shop for a refund of the RM50.00 deposit that was paid to the shop. Heading off a potential impending storm I was counseling her for a little bit of patience. Then when we were wondering whether to ask the shop for an explanation, the first shop assistant called. Apologising for the delay she told us the factory needed another week to complete manufacturing the new replacement cabinet.
Gratified that instead of keeping us waiting in the dark she called to explain the delay we then agreed to give the factory more time to complete making the replacement cabinet.
Good customer service means keeping the customer informed of any problem arising.
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