Two weeks ago, Caryn Walsh, a regular business contributor and at the helm of Pure Magic International Business Solutions (a leadership and team development Organisation that works in Fiji with many clients) wrote an article about an exemplary young man who had given her fantastic service at the airport in Labasa last year.

In her article, she challenged Fiji Airways to find him and reward him.

Rising to the challenge, Fiji Airways CEO Andre Viljoen and his team did just that. They found him. Jesnal Sami. And they flew him to Suva to be part of an Awards Ceremony to thank him for his wonderful customer service.

Caryn asked him various questions:

How did you feel when you realised you were the person featured in an article about exemplary customer service in the Fiji Sun?

To be honest, I really wasn’t expecting it. I was doing my job – what anyone would have done – but when I was told that there was an article about me in the Fiji Sun I was proud.

What was your reaction when Fiji Airways flew you to their Rewards evening and what did you receive?

Fiji Airways has a rewards Program where staff can nominate anyone for stepping up either for a customer or for assisting another staff member.

Mine was unique because the article in the Fiji Sun was my nomination for an award which included a Bronze star, a certificate and a shopping voucher at Prouds.

It also gave me an opportunity to meet Andre, the CEO of Fiji Airways who presented my award to me, along with Athil, General Manager, Fiji Link.

There were other staff who won awards as well so it was really special to be part of a bigger group knowing there were other Fiji Airways and Fiji Link staff making our external and internal customers happy.

What, in your opinion, makes a great customer service person?

Helping customers and always being positive and willing to provide assistance to the best of your ability, always.

If you had a magic wand and could be anything you wanted to be, what would it be and why?

I am a Certified FIFA referee in Fiji and have refereed locally at a few soccer matches.

I refereed at my first international tournament last year in New Zealand which was an eye -opening experience. I loved it.

My dream is to referee at a FIFA World Cup and if there was a magic wand, I hope it would make my dream come true. Nothing can stop you from achieving your goals Jesnal.

We are all proud of you.

Feedback: maraia.vula@fijisun.com.fj