Scenario 1
“Son, may I request you to kindly keep this bag of biscuits over your counter for sometime?”.
“Why”, asked the shopkeeper. “Son, I have to purchase some milk from the dairy”, she said.
Shopkeeper’s answer – A big “NO”. … and the old lady walks away.
I was standing alongside the old lady and asked my self. Is this humanity? Probably customer service comes after that. Can some teach “dear” shopkeeper the art of effectively treating his customers.
Scenario 2
In upmarket area of South Delhi a popular Internet Service Provider operates at the mercy of rain gods. Rain pours and the internet simply goes off.
Rain is over but the customer’s misery with internet continues. This time it is a squirrel bite. Poor customer has no luck what-so-ever even with his plans to change to a new connection. Another service provider has customers inside 100 metres from his house but not at his place.
The angry customer goes to his connection provider’s office and starts complaining. He’s in for a rude shock as the roles are reversed this time, and the local provider shouts at him, shouts badly.
Probably it’s time we tell them something about treating their customers as now they only say onething “Customer Service: Sorry what’s that?”
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RTI is a silver lining in the dark sky and looks set to change the way we react as consumers.
Your last comment said it completely – Unless there is Consumer reaction leading to an element of customer service, everything else is irrelevant. But with RTI & media changes, as also the younger generation attitude, this too shall have to change soon! Cheers