- the so called privilege-banking customer is treated worse than mass ( when left high & dry),
- at restaurants ( very low on hygiene & cust service),
- courier service, and
- in telecom, saddest. This is an area where we claim mass rural penetration. The folks from rural background and elsewhere are treated very badly by all front-end customer-touchpoints ( call center, showrooms and the notorious kirana shops, where people go to re-charge). Of course, people 're-charge' for very small denominations. But that is no excuse for not treating a fellow-human being with respect & degnity, esp when he is your customer. At times I have felt FDI is the moment of truth for the kirana, just as it is our #Karma-Of-Customer-Service !!
Saturday, December 29, 2012
The Pitfall of Lock in - Seth Godin
Inspiring thought on the eve of a new year for us all, esp those of us who are in "services" sector.
Front end customer service has been pathetic in some of our services -
These thoughts were set off by this blog post by Seth Godin: