Problems occur when the right hand doesn’t know what the left arm has done or is doing. And that hits customer service the most. I have two examples to quote here from my recent experiences.
Firstly, a well known investment firm’s representatives tried to sell some investment advice to me. I listened quietly and feigned ignorance about the matters of money making strategies. This emboldened the salesperson and he started giving me exaggerated figures, so much so, that he calculated the principal as the taxable amount instead of the interest earned through investment. I guess he wanted to scare me. 🙂 I realised that he had indeed become ambitious and certain about acquiring a new client. I curiously asked if they conduct training for investors through some experts. Very willingly he talked about an upcoming training for investors in the area that I live. I thought of exploring the network by attending a training programme. With hope for getting some business out of me he immediately enrolled me online for the said training programme, which interestingly did not happen on the dates promised by him. His organisation’s training and development department totally kind of disowned him and refused to acknowledge his promise. It is an extremely bad example of a complete lack of coordination, greed and insincerity.
Secondly, the hospitality industry in India has indeed come a long way when it comes to customer service. For example, I stayed in a couple of two-tier cities’ hotels. Both were indeed exemplary and stellar in their service to the guests. Each guest is treated as special by them and that is the way to survive and grow in this highly competitive field.
Ensuring better coordination among the staff is the management’s job and to the highly discerning customers of today, it shows and when it shows it benefits the organisation. So, how to achieve that excellence is a challenge. To be continued…
Deepsh27 