Tuesday, April 3, 2007


I am sure most of you will nod in agreement as you read this post. Most people in the service industry have no clue about what customer service is..forget servicing, they don't even dignify or acknowledge even the most courteous of customers!!! It is sad, but true that it is a torment to register a complaint with a customer care center via phone or in person.

Recently, I lost all my money, cards, mobile and my little world to a smart thief!( he snatched my bag, under the pretext of asking for directions, fact that I am such a loser when it comes to directions or topography is a different story altogether!) Bottomline: I lost everything. Since then, I have been trying to get my life back into order....and in the rigamarole of blocking, unblocking, editing, requesting, calling, registering...basically trying everything I can to get back to routine....

Last weekend, I went to an Airtel Customer Center, (and in the background, I could hear another customer badgering the executive to provide better service! ) with S and we waited patiently for our turn. In the mean while, another elderly 'gentleman' calls me and enquires about my complaint. I give him full details earnestly and wait for him to utter the magical solution. Instead, he says "Please go to "May I help you?" Counter...( Yeah, right dude...I CAN read...Just tell me, why the hell did you call me??)

The counter has two (why two?) girls with bored expressions and nonchalant attitude. Forget pleasing manners or polite conversation, they refuse to even acknowledge your presence!!! After a couple of hours, we finally managed to revive the account.

Apart from my daily chores, I have additional duties now - I call the banks, courier guys, all and sundry every day and follow-up like a marketing executive!!! Once when my broadband stopped working, I called atleast 30 times( am not exaggerating) in 7 days to revive my connection and they promise to get back to you in 24 hours. I made a grave mistake of subscribing to "Good Housekeeping" and have not got the issues in the same month...once! I call them every month as well, to enquire about my a result, they have lost one customer for life!!! I will NEVER ever take subscriptions!!!

ICICI bank takes the cake... all the executives who work in the bank, have such a sullen expression on their faces and show so much attitude that you feel like you are stealing someone's money and are being punished!!! We were there for 3 hours once, to get a draft and the lady on the counter was so mean, i wanted to slap her right there!!! Thanks to S, there was no violence there..

Sigh...wish people were more empathetic and atleast SMILE!!!!


Raaga said...

The less that's said about the likes of Airtel and ICICI, the better... no shame... no idea how to run a service business... empathy is word they've no clue about...

ICICI Bank used to have a tagline: We make banking a pleasure... it whould have read: We make banking a plea, sure!

Anonymous said...

hear hear hear hear!!! the service industry in India needs to learn how to smile.. bledy fools all!!!

Chitra said...

Hey Hey....thank you so much for the blog..well i have had similar experiences with Airtel and it sucks. They send me a huge bill for broadband usage with me not using broadband for that month...i dont pay the amt for that month and i f/up with these so called " Customer service folks" to get something done. Well there are 25 email reminders, 10 sms, 100 phone calls from them to remind you to pay the bill...but when u go to them with a problem..they act very weird..Well the bottomline is no service provider have any rights to talk about customer service...its all total bull

Pretty Woman said...

@ chitra! join the club!!