Irene Hoe, who had criticised Starhub for its below-par service, has written to praise a young man from the company who helped her.
She said: "While I was on my way to your service centre at Plaza Singapura last week, my left knee gave way and I was in great pain. I managed to hobble over to Starhub. There, a nice young man called Fuad helped me to a seat, and got someone to attend to linking my prepaid account to an auto top-up.
"While I was trying to decide how I was going to make it to Guardian Pharmacy to get a walking stick, Fuad appeared again and gave me his arm to help me get to the pharmacy.
"His genuine concern and thoughtfulness, which no instruction manual and no amount of sensitivity training can instill, are a credit to his upbringing and also to Starhub."