Customer Service in India

India is doing very well as a country, although the progress is slow but we can't ignore that from last couple of years its growth rate is very good and we are very hopeful for future, even if there is a global slow down.

Now a days Indians are evey where on Globe and it is a good sign. Some of the good things have happened in the past like Nuclear deal has been signed finally !!!, we created our "impact" on moon...it is good. Our industries specially service industries are booming. We,as an Indian, are doing well in services industries.

But when we looked into our internal system, we are more or less the same when it comes to customer service. For example - if you go to any public sector bank, more than a customer service, it is your personal relationship with Branch manager or Bank staff which matters otherwise you can't expect any customer service from them. you will be treated as though you are an unwanted person inside their premises. This problem is not only in Bank but everywhere. you go to any government office or public sector office you will feel the same kind of reception there. These days I have seen the sense of customer service is not matured in private sector as well. Very interesting example is few days back I went to one of the premier courier company in Bangalore, India. First there was nobody at Customer service desk. I waited for more than 15 minutes, people were seeing us from inside but they were not bothered about business. When I called them, one person has come and asked, to which place I would like to send the courier. I said, I need to send the courier in Bangalore only. THen he changed his face, as though I am at wrong place and with different tone he said, Sir we are very costly when it comes to send the courier locally. His Tone & pitch of the voice was such that he is not interested in taking the courier for local dispatch at all. But I said, I know that you are costly and still I am here. Would you like to take my consingment? He said do you have exact change ..I said sorry I don't have, then he said I have to give him exact change ...so ultimately I left his premises without my work done. And I was thinking what a difference we have in terms of customer service when we compare ourselves to Europe and America.

I brought this point because I feel this is a very serious issue. It is not that we can't improve ourselves but the reality is we don't want to do so.
Development does not means the increase in foregin reserve and increase in income of per person in India. Development means complete development of a society in terms of finance, social awareness and value system.



~ Shalabh