The key to the daily grind is adding a dash of personality to the service one provides.
Matt followed procedure, nothing less, nothing more.
The difference was his tone, manners, knowledge and grace. His execution was flawless and he made me feel valued. I haven't felt this good talking to customer services since last summer when I rang round Liverpool institutions - the conduct and mannerisms of Liverpudlians was a total joy, especially as I'd never witnessed such courtesy in London.
Well done Matt. You're a credit to Sony and at the least they should promote you and bonus you for this.
Keep up the great work and have a great week.
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