Wednesday, March 01, 2006

 

India Services Inc.

Caution: Cribs/ Frustration

India is positioning itself as the largest and foremost player in the service industry… increasing revenues also confirms the notion. We are moving aggressively into various elements of the services – banking, IT & Bio-Tech, IT enabled (BPO), tourism, healthcare, education, human resource hunting …

However, when we look into our own self … there is a huge gap in the services we provide internally to the resident customers…

Instances…

You visit your nearest ATM only to find that there is a huge queue with only one (out of 2 or 3) is working and to add the woe only Rs 100 bills are available. People who wanted to withdraw more than 5k need to repeat the process…

You are at the checkout counter of the nearest store – and the cashier is amusing himself with people around them… who cares for the people waiting… they have been waiting and they’ll wait some more…

You are in your favorite store (grocery/apparels/…) and the particular item you wanted is never there … and further the attendant is either unaware of the issue or cares a damn!

You visit a toy store only to find that the price-tag/label is wrong on the item… on notification, rather than apologizing you are faced with an aggression for creating a nuisance! Huh!!

You are sitting in a coffee shop – and just waiting…

You are sitting in a restaurant, and what you get is out of expectations… and you can’t do anything about it apart from paying for it…

You call on the helpline number… and keep waiting for the customer service folk to speak to you as they are attending other customers (for more than 10 mins…)…

You are shopping in a lifestyle showrooms (or any apparel’s store)… you select the shirt and wished to see if it was a good fit… you just can’t do a trial on that shirt!!!

You are supposed to receive the statements/bills by courier… it never reaches (though the service provider states that it has been delivered)… further if asked to speak to supervisor… the straight answer is NO! Another issue is that most of the customer helpdesk is outsourced the complaints never reaches to the service provider… no customer audit…

You applied for the credit card… you never heard from them afterwards… one fine day they re-appear and then facing the music … silence…


This is just a part of un-ending list… I thought of comparing the same with US processes and just realized that just because our legal system is so un-responsive/ time taking/ un-easy/ complex… the service provider enjoys his king stature… (while in US the service provider can be sued for all the above issues)… we need a revolution in our legal systems too…


Comments:
Yeah, I understand,
I`ve been cautioned, by your post, that it`s cribbing. It`s about venting frustration.

But yet, I feel, these small things are what keep us in syn with India.

As a nation, I believe we all procastinate. We all forget the people in waiting.
 
Actually, what I need right now is an easy consistent way to debug shared libraries...

Maybe that's part of the problem. We only think about these things when we face them and once the ordeal is over we don't give a damn again. Immediate problems take over.
 
let me add the latest to that list .. u buy a new phone use it for a month and suddenly after a month your outgoing stops !!! no no you have payed the bill on time ... but it seems they realise after a month that there is a mismatch in your address proof ..

You call up call center .. they say - "we dont know what the problem is; please go to nearest webworld". Then you go to webworld, they say - "we dont know what the problem is; the call center falks know" ...

Among all that your outgoing conitnues to be blocked ...

Welcome to 1NDIA!!!
 
Post a Comment

Subscribe to Post Comments [Atom]





<< Home

This page is powered by Blogger. Isn't yours?

Subscribe to Posts [Atom]