I think Indian Customers have a long way to go before they get treated as ‘God’. I’m a user of Reliance NetConnect (wireless Inernet) and I went to the local Reliance center to pay the bill. I filled up the form with required details (yep, you’ve to fill a form before you pay the bill!). I went to the guy (Let’s call him Reliance Guy or “RG”) who was sitting behind a thin LCD screen.
Big K: Hmm. [To himself: I’m “The Customer” here & these guys are going to make me feel like I’m God! Because customer is God!]
RG: (On phone. Probably with a distant relative) Ha ha ha ha. Yes …. yes. Don’t worry.
Big K: [To Himself: Meh! (staring at the board that says “Customer Care”)]
RG: yes yes…..
RG: No no … I told him. I told him that I won’t be able to come…but….. ha ha …..
RG: hmm…let’s see. I don’t know what can we do about it….no …nooooooo………..ha ha..
RG: Yes, do you want me to call him? ..umm…okkaay… I will …
Big K: [In his mind: Damnit! At least acknowledge my existance! I’m the customer! The God! Standing in front of you! damnit]
RG: Okk.. take down the number .. 98…..93…..4 … yes …4 yes … yes..
[2 minutes over]
Big K: [In his mind: 🙁 ]
RG: (about to end the conversation, so says ‘Ok’ & ‘yes’ repeatedly) Okk okk ..haa ..ok …yes yes I will ..ok..ok.. OOOOKKK…
[30 more seconds]
RG then accepted my form & the bill – accepted the payment, then stamped the bill, then signed on it and returned it to me.
Big K: I want to change the plan and move to the ‘unlimited browsing’ plan. What should I do?
RG: Go there – points me to another representative.
Big K: Thanks.
Big K: I want to know the details of the plan.
RG-A: Looks in his computer … guess someone deleted it. (To RG-B) Do you have it?
[RG-A & RG-B both search for a document for a minute and then give up]
RG-A: You can call on *333 and ask them to change the plan.
Big K: Okay, but I still need the details.
RG-A: [Remins silent]
[2 minutes later…]
Big K: Damnnn.
Big K leaves the place.
Having experienced top quality customer service elsewhere (In Malaysia & Singapore), I think Indian Customer Service has a long way to go. The biggest obstacle in the progress is that people don’t really understand that they’re not being treated well. Anyway, I’m still an optimist.
[30 more seconds]