The Hard Way

Guess who?

They are worshipped.

They are studied on behaviourial competencies.

They are enticed.

They are ones who decide Q1,2,3,4 results.

They are the cynosure of every marketer.

They get royalty on loyalty.

They turn the tables around.

They are put on a pedestal.

They are the 'Customers'.

Customers are vested with the power of making and breaking the business structure.The power which even superman and spiderman might borrow one day.To pay due respect to this humungous power watts,the business came up with 'Customer Care' or say 'Customers we dont care'.There have been such interesting conversations with the customer care that now with great humility I say that i no more care.

The first conversation goes like this.Its between Vodafone-Happy To Help!(V) and myself-Happy to Listen!(me)

V: Good Morning Ma'am.Ma'am could i speak to you if you could spare me a few mins.

Me: yeah,sure

V:Ma'am we have realised that your monthly bills are on the lower side due to less usage.Are you facing any problems with our service.We needed to check on that.

Me(surprised):haha,no nothing like that.I have no problems as of now.

V:Thank you Ma'am

Hello,so if my bill comes on the lower side,they remind me that I am not making good use of it? Or was it really a part of Customer care but I no more care.

The second conversation goes like this.Its between ICICI Personal banking-Hum hai na!(IC) and myself-Main hoon na!(Me).It's a real task to get connected to the customer care and when you finally get connected this is what you get to hear.

Me:I have a problem using my credit card.While using at the ICICI payment gateway i received a message that my card is blocked due to duplicate merchant id.Could you please help me unblock my card.

IC:Sorry Ma'am you need to discard this card and go for a new card.
Me(disgusted):whattttt? another application for a new card

IC:yes Ma'am

Me:Listen,but i made another transaction using AXIS bank gateway that transaction was successful.What's wrong then?

IC:Let me check Ma'am

Me(waiting):--------

IC:Yes Ma'am it seems you made a transaction of Rs.1400 right?

Me:Yes

IC:Your card is fine Ma'am maybe some problem with the server.

Me:Alright,how much time will it take to put the server up.

IC:Ma'am you can ahead with your transaction in an hours time.

Me:Alrite,Thanks.

I was given the same lame excuse of server down thingiee for the past one month.My patience was lost and i was completely disgusted with their laid back response.My next step was to shoot a strict mail to the customer care whose response is expected in 48 hours.To my surprise,i received a response within 4 hours and my card is functional now.

I had to play the hard way for one can be taken for a ride unless one reminds them that we are their coveted CUSTOMERS.Don't ever forget that!