We subsist in twenty first century where money is taken away from us just like anything. If the robbers deprive our money we file complaint and we feel not so secured ….but how about many smart robbers who rob our money pretty much on every day to day basis? I just sense at times it is intricate to digest some of the policies of some of the organizations we deal with on our daily lives.
Here are some of the examples which makes me speculate I have to be really careful. Bank asking us to register for ‘Auto pay’ to give us a discount for security box every year, Dish service automatically enrolling in one of their packages after the promotional period and you being charged (you wouldn’t know until later), Internet service provider automatically charging you higher amount after certain period saying promotional period is over and retail chains offering credit cards to lure customers and having them fall into the trap of high interest. ‘Auto pay’ seems to be a big culprit and many are exploiting this completely since practically it is not possible to manually go and pay every single month for the ‘n’ number of cards since every cycle is different from one another.
I just feel there has to be a line drawn somewhere between doing business smartly and exploiting customers. Well promotions are key business driver in this cutthroat world but that should not be at the cost of customers hard earned money. Apart from this when I turn on the television I hear government estimates to make so many amount of crores from collecting taxes from TASMAC wine shops. Can the government rely on other ways to make money? Also food these days are so very contaminated and artificial and everything is done to make profits at a faster pace.
So Money is the order of the day. Profit making and becoming rich are the only goals and many human values are slowly but surely disappearing. People who are honest are tagged as ‘Outdated’ …more I think more I get confused.
Thursday, March 29, 2012
Customer Service !!!
In this modern era ‘Customer service’ has been one of the key factors in pushing ones Business to the next level. I would like to share my recent experience (good and bad) about some of my experiences in recent past. I just feel customer service is one thing which is intangible and intricate to measure – both how much have you earned and how much have you lost.
It was on a rainy Sunday afternoon and myself and my wife we decided to have a good Indian buffet. We decided to go to one of the places in Tysons corner only when we realized that the place is hosting a private wedding party and they don’t serve buffet that particular afternoon. I understand that having a party bring in more moolah but not having the regular buffet for the regular customers at a very small level is something which I cannot accept. So did the place just lost 30$ or the goodwill they earned so far?
I have another experience with one of the furniture stores near my place. To start with I ordered something on back order knowing that it may come a bit late. But my definition of ‘late’ was instead of a week or two it may take a month. But I had to wait for four full months only to come to know that it may take another couple of months. I thought my serenity was thoroughly tested and let me call it a shot. The shop reduced the price and waived me delivery fee for my other furniture which again took around three months. Corporate office also gave me customer appreciation certificate of 120$ coupon. Bottom line I have been remunerated in terms of money. But how about my 8 visits to the stores, all the pain I had to go through to get the furniture ….well I can say it was all compensated my one gentleman thee newly appointed manager for the store. I had a lengthy discussion and spoke to him about customer service. He understood my feelings and noted down all the points and shared with the newly appointed CEO. So someone who can hear your voice and understand your emotions can be termed as good customer service too.
But for most part I have always experienced good customer service. Starbucks is a classic one to experience good ones ….if the barista overlooked you for some reason they will give you a free drink and the company truly values customer service a lot. I love the frappuccino they serve but more than that I love the company.
It was on a rainy Sunday afternoon and myself and my wife we decided to have a good Indian buffet. We decided to go to one of the places in Tysons corner only when we realized that the place is hosting a private wedding party and they don’t serve buffet that particular afternoon. I understand that having a party bring in more moolah but not having the regular buffet for the regular customers at a very small level is something which I cannot accept. So did the place just lost 30$ or the goodwill they earned so far?
I have another experience with one of the furniture stores near my place. To start with I ordered something on back order knowing that it may come a bit late. But my definition of ‘late’ was instead of a week or two it may take a month. But I had to wait for four full months only to come to know that it may take another couple of months. I thought my serenity was thoroughly tested and let me call it a shot. The shop reduced the price and waived me delivery fee for my other furniture which again took around three months. Corporate office also gave me customer appreciation certificate of 120$ coupon. Bottom line I have been remunerated in terms of money. But how about my 8 visits to the stores, all the pain I had to go through to get the furniture ….well I can say it was all compensated my one gentleman thee newly appointed manager for the store. I had a lengthy discussion and spoke to him about customer service. He understood my feelings and noted down all the points and shared with the newly appointed CEO. So someone who can hear your voice and understand your emotions can be termed as good customer service too.
But for most part I have always experienced good customer service. Starbucks is a classic one to experience good ones ….if the barista overlooked you for some reason they will give you a free drink and the company truly values customer service a lot. I love the frappuccino they serve but more than that I love the company.
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