I needed something to be sent to me from Kotak securities.
I called their helpline number (30305757) expecting to get a quick resolution, but that was not to be.I was given another me another helpline number (66216666)..and everybody I spoke to at the new number wanted to direct me to the earlier number!
I had to give my details to 6 different people without any use…and by the time it came to the 7th person…I was pissed…and some poor guy called Aditya had to bear the brunt. He like all the others had no idea what needed to be done and he told me he would find out what needs to be done call me back in the next 15 minutes. 1 hour passed by and he did not call. I called back the help line and did not findc Aditya!
I thought to myself…god what pathetic customer service...now I have something to write about on my blog tonight. Some Kotak Securities helpline bitching to do!
But one hour latter to my surprise Aditya called back..took some more details from me and then called back again with the resolution! I was pleasantly surprised! My issue is not yet resolved but I need to get back to them with some information…but the fact that they called back although it was the wrong department I was calling to start with was indeed a positive sign!
I though to myself….since I was all set to write about the lousy customer service…It was only fair that I write about one good executive who took the trouble to try and call me back to resolve the issue even though I don't think it was a part of his portfolio...he just happened to be the unlucky 7th guy who spoke to me and got a piece of of my mind!
The lesson learnt is people are the most important part of any organization….and If you are a part of a big corporation with lousy policies and lack of information don’t loose hope as a lone individual you can still make a difference!
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4 comments:
It is always the same everywhere i feel, these guys need at least 24 hours to answer ur query, writing mails does not work, believe me, I have written letters to the coo of the company, yet they do not bother to give replies. Calling the customer care can be a pathetic experience when u see ur balance is running low.
The only way i get work done from these guys is by marking a copy of the mails i send to them to media houses, i call them and tell them how i have been receiving calls from these guys wanting to talk about the problems i face :)
When their reputation is stake, The work gets done faster. I now have a list of at least 20 email id's of the prominent media houses who sometimes even call the customer care or send out emails demanding the solution to the problem.
Its always a pain when u have to explain the same thing over and over again to different people in the customer care. I share the same feeling :) so does everyone :)
About making an email feed available, u need to workaround the RSS, first burn a feed for ur blog on Feedburner.com, once logged in u will have various settings that enable u to track ur blog's performance, There is also a setting to enable feed by email, U just need to post the link on ur side bar.. People would leave their id's if interested, and register for the feed, By default, the subscribers get an email with the content of the lately added blogpost. For details, leave me a mail.
Kunal
Hey Kunal,
Thanks for your comments! I would love to have the press/media data base you use to get your work done!
As for Feedburner.com...I am going to try to understand how it is done...if I get stuck..which i likely...I shall mail u!
I guess they are called "Helplines" ..bcoz....ummm...ummm...
ok maybe bcoz ..ummm.ummmmm
They are lines of help which themselves need help..and i guess they somehow hv taken the concept of "Team player" too seriously..so they kind of pass the ball..in this case yr call to eachother..
perhaps they feel that you deserve a better service..and hence the other player can help you better...perhaps..perhaps....
Seemingly Aditya...is a fresher..and would learn the ropes pretty soon...and the next time you reach him...yr call might be tranferred to Mithya....:)))
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