Service is only as good as the person you talk to. Sometimes these people are new or inexperienced. Sometimes these people are dealing with personal issues (i.e. deaths, family problems, finances, etc.)that may hamper their ability that day. These are not excuses but facts. It is unrealistic to believe that every person every day performs at 100%. It is also unrealistic to believe that a business can staff to the point that they can answer every call every time the phone rings.
I would classify this as good service based on Johnny's actions. It appears that Johnny saw or was made aware of a customers concern and followed thru providing good service and a happy customer.
I can also imagine that Johnny used this as a learning moment for the inexperienced sales person. What a world it would be if we all knew everything about our jobs the day we started:):):)
