Happy to Help...yes the age of customer pampering and retention, You might as well take a dip into your pockets to fish out some extra pennies in order to meet your customers expectations rather than disappoint even one single fish out in the sea.
With technology evolving, so are people in the areas they have up there (their brains!, for the non-obvious thinkers). With all the sophistication going on, the age of CSR couldn't have picked a worser time to arrive. In fact, the evolution of technology was aimed at an equally sophisticated user for whom great things were made and further upgraded.
Now why am I giving all this gyaan over something that I don't even want to talk about? I don't know, but the deal is that customer service has become expensive, complicated and stupid.
Just the other day, I was trying to call customer care to deactivate a service on my mobile...this was easier said than done, I had to call customer care only to be stuck with this really irritating IVR which kept asking me to keep pressing buttons after buttons after buttons (now I would have been happier if that were a song by Nicole Scherzinger). Most of the times, it doesn't even give you the information you're looking for and god forbid you have the craving to talk to a customer service representative...because you'll end up spending eons trying to figure out which option leads you to talk to a real life human!
One fine day, I managed to get connected to customer care, now connected means that i got the option. Then I had to wait for another half century to get to talk to a representative...I waited and waited and waited...in between they (the IVR) have the audacity to tell me that I will get charged 0.50 paise for 3 minutes. Imagine that! calling customer care and paying for it!
Well so they decided to get their money's worth out of it and made me wait for something close to 20 minutes...after which I lost the patience and hung up (i had the patience to stay online for 20 minutes in the first place! beat that!).
By chance you happen to get connected to a human being, the amount of questions that the person bombards at you, whilst answering all those questions and confirmations you somewhere down the lane forget the query you had for the executive in the first place!
When Customer Care starts getting so complicated, I would suggest that people start honing their technical skills further and solve all the problems themselves.
The next time you see a television commercial with a cute little pug following a little girl around and saying Happy to Help!...know this...the girl grew up and the dog got tired of following her around!
No comments:
Post a Comment