Courtesy at Sri Lanka Telecom
Entering the Sri Lanka Telecom (SLT) Tele Shop in Fort was literally akin to entering the pearly gates. From the starting point at the entrance where a security guard opened the door and was keen to help, to the assistant near the door directing me to the correct counter to get a new landline connection, the service delivery was more than impressive.
Assistant near the door – Can I help you Miss?
DE – I want get a landline connection.
Assistant near the door – Is it a new connection (meaning a first time connection)?
DE – Yes.
Assistant near the door – Please go to this counter (pointing to a customer service counter).
The customer service officer was extremely polite; she was efficient and keen to help.
Officer – Good afternoon Miss, Please take a seat. How can I help you?
DE – Hi I need to get a landline for my new house.
Officer – What is the area (where the house is located) Miss?
DE – Dehiwela.
Officer – Please fill this form and you need to give us the land line telephone number of the nearest house so that we can check on the availability of the loops.
DE – Here it is. (I call an acquaintance and get the number).
Officer – (Checks the form that I filled) Miss do you want it with or without Internet? With Internet it is Rs. 8,570 and without its Rs. 14,300.
DE – With Internet please.
She punches my order into the computer and makes a call (presumably to the opposite counter asking them to attend to my payment).
Officer – Please take these forms and pay to that (pointing in the opposite direction) counter.
DE – Thanks.
I’m the fourth in the queue at the cash counter. Within three minutes it’s my turn and the assistant at this counter asks me whether I want the Internet router as well and I decline.
Assistant – Is the payment by credit card miss?
DE – Yes it is.
She takes the payment and advises me to go back to the officer who helped me and hand the bill to her. When I do, the first officer tells me that it’ll be seven days when I get my connection.
Officer – Please call me if there’s any deification miss
DE – Thanks.
Officer – Goodbye
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