Ohhhhh… I am fed up…….its frustrating.. once again a poor customer care story….. wondering whether these things are happening only to me??? Everybody right from a small petty shop to big corporates are saying, “Customer is our main focus.” A lot of terminologies that are popularly used are customer-centric market, customer focus, customer first, meeting customer demands, customer satisfaction etc.. I think these words are just “words” that are deliberately misleading the customers or end-users. The reality is that these commitments or promises made to the customers never come to pass barring a few exceptions. It is like a politician’s promise in majority of the cases. The fact is that the customers are mesmerized or rather fooled with this keyword “customer”, irrespective of the product or service or solution, by companies that are small, big, large, etc. All that the customers get is “DISAPPOINTMENT.” I would like to relate an interesting observation here. I was out of home for nearly 11 to 12 years for job-related reasons. I used to go to mess (small food joints) for food because taking food regularly in big hotels were deteriorating my health as well as my purse. I had been to many joints in many places and invariably in all of these joints, I have seen this line mentioned on their name board “Home-made Food”, irrespective of the quality of the food they provide. So here, the “Home-made Food” connotes customer care, customer satisfaction, customer focus, demands, etc. This is one example of the much-hyped customer focus and there are lots and lots more.
Ok, let me come to the main story. It is about Dish TV, a DTH service endorsed by India’s top film actor Shah Rukh Khan. Even after renewing the subscription package at a Dish Care center, the services have been suspended. When I contacted the customer care center, they told me to wait for 4-24 hours for the service to be restored. When I asked why the services have been suspended, the reply was “We have not received any confirmation on the payment, we do not have any update on the payment in our system.” Who is responsible for this? Customer, customer care personnel or Computers?? The customer care personnel are coolly blaming the systems. If systems, computers and technologies cannot do the work swiftly then why do we need computers?
Wish Karo. Dish Karo.
Shah Rukh, I do not know what to wish now. Help me out!
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My Perspective 