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Saturday, May 12, 2012

Jessica Ho of Kinokuniya shows what good service is all about

My friend and neighbour, Leonard McCully, was a little peeved earlier in the week when his friendly nature failed to elicit a response from an unsmiling cashier despite him wishing her "good morning" a number of times.

But that bad experience was forgotten a couple of days later when he was served by Ms Jessica Ho at Kinokuniya's main store in Takashimaya.

"This lady has restored my faith in humanity," he says.

Leonard was so impressed with Ms Ho's service that he wrote to the bookstore's management to relate to them what she had done.

"I am writing to record the caring service provided by one of your sales staff , Ms Jessica Ho, at your Kinokuniya main store this afternoon, 11th May," his email says.

"I am recovering from a long illness, needing to use a walking stick to support a bad back. I had several books in hand when I asked Ms Ho for directions to the bookshelves containing books on cars.

"Noticing my impediment, she very kindly insisted she first park the books I had selected with the cashier, then accompany me to the correct bookshelf.

"At the bookshelf, she then insisted that I accept her offer of a chair to allow me to browse the books at my leisure and in comfort. I gratefully accepted as my back was just about "killing" me! What a relief.

"I then spent another 30 minutes browsing and picked up a couple more books.

"Ms Ho is such a great credit to your organisation. She made my afternoon shopping for books such a pleasant experience, that I will most definitely return.

"Please note Ms Ho's exemplary service. I believe it would not be out of place to place it in her record of employment with Kinokuniya."

Well, Ms Ho certainly deserves a bouquet for her outstanding service.

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