Jun 20, 2009

Customer focus its not just about making Customer Happy

Yes .. I know apart from a few direct one liners, a couple of 55 word fictions I am not doing much on the internet specially on the social front... reasons??? Yes you deserve to know...

1. Work
2. Work that I am not doing
3. Work that I am still supposed to do

Now call me lazy or call me mis managed.. I am spending 3-4 hrs of my late evenings on internet but not even logging into FB, Blogger or even Orkut to that matter...Eventually I found a very strong reason today to keep myself awake and on internet...

Yes.. the reason is CUSTOMER FOCUS... questions???? go read it out..

I begin my day today at 2:00 in the afternoon... with my kids and wife I went to visit the travel agent to get the still pending travel card that we can use from next time on our travels abroad...

Case 1: Customer representative of Travel Agent greets me with a face (The usual Dammit I forgot to take care of his task!!!!) she greets me and asks me to have a sit... with my 2 kids floating around their office she is trying to hide her eyes behind the computer screen.... after 15 mins I ask her "Is it going to happen?" She says "I am sorry Sir, We cannot do it today it will have to wait for 1 more week atleast"...

I ask "Why is it taking so long? COuld you give me some travellers cheques atleast?"
She replies "No, we dont deal with it, I wanted to tell you , but thought I will manage it"

With my usual "" attitude I take off from there.. asking her to give me a call when it is ready...

Moral : Be Honest with Customer , Atleast the expectations are set right


Case 2 : I visit the ICICI Branch of Viman Nagar... its 3 in the afternoon , The security at the Bank branch tells me the office is closed on saturday at 2.. I put my hand on my heads saying "Shit, I messed up again"... One gentleman dressed formals entering the office asks me "Whats up Sir, Can I help you?"

I answer : "I need to visit the branch urgently, eventually I am late due to a wrong information given by Telephone Operator...., I have to withdraw some funds urgently"

He takes me along with him into the branch office and instructs the staff to help me out...He mentions that it will take time as it is out of process service since the office hours are closed ;) It takes a while but I finish the transactions and before leaving I thank him... he comes out of his cabin and asks me if I got my things done...

On my way out I get a note from another staff member... "We support urgencies , but please make sure you help us follow certain rules" I am glad... they make customer realise that they are God's but with certain limitations...

Can this make me more customer centric????

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