Dear Editor,
Every time the accumulated weight of living in this society burdens the mind and causes the soul to cringe, something positive happens out of nowhere; someone steps forward and gives hope.
Three Fridays ago I was on the phone to the GT&T Call Centre. A representative identifying herself as Sasha answered. She was courteous and professional. I sensed a smile in her voice; someone committed to doing a good job. My query was addressed, but there was a residual aspect that required follow-up. Now Sasha would have been quite correct to step away from the matter at that point by asking me to check back in a few days. But she didn’t do so; she went a step further, a few warming, laudable steps that stood out because of the rarity of such action here, and which separated her from the norm.
Sasha took some additional information, indicated that she is making a note to herself in her book, so that she can do the follow-up herself, process the task at the right moment, and bring the matter to a conclusion. To say that I was taken aback would be an understatement.
On the Monday following Sasha called to say that the issue could not be closed out, because the records were still not reflecting the latest information. She could not do her part. This call alone was much appreciated; it made me realize that Sasha is not a run-of-the-mill worker. I was bold enough to push the envelope and ask if she could monitor for the update, and do what was necessary when the circumstances permitted. She promised to do so, and I thought that that was the end of the story. Two days later there was another phone call from Sasha. On this occasion, it was to inform me that what we had discussed was now done.
Editor, this was above and beyond. It is unheard of here in Guyana. Given what passes for service and customer care, it was exceptional, and I am delighted to have been part of this experience. When I read of unpleasant exchanges (and I know of some firsthand) at other places of business, Sasha of GT&T came like the special glow of a rich new dawn. She is only one voice, but she is a standard all by herself. Sometimes this is all it takes to become the start of a new way, a new culture. I thank her. This could serve as a wonderful baseline example for others at GT&T, the GPL, and many places serving the longsuffering Guyanese public.
Like I said, there is hope.
Yours faithfully,
GHK Lall
