Customer Service

Customer is King, said one of our great leaders. That must have been his own personal feelings and not a general statement – for the way customers are treated in “God’s own land” is strange. My recent visit to Thrissur - the cultural capital of Kerala enlightened me as to how the customers are treated in many well known organizations.

My first visit was to a leading cable connection provider. They had their office on the third floor. Though lift was available it was not operational – result, had to climb all the steps. The reception was in the middle giving way to two other offices, shabbily arranged with not much seats for the customers. Only few chairs – that too on the passage. There was a young lady and man – both were on the phone. Visit of a customer was not acknowledged nor accepted – they were on heated conversation. A smile, a gesture to sit down or an expression of “excuse me” would have been a solace to the customer who had climbed three floors to meet them. After a lengthy chat, the young lady (isn’t it strange? Women for chatter boxes compared to men!) turned towards me. She was all serious and gave a paper explaining the financial aspect. The climate was extremely hot, the executives had fan over them giving cool air – but not for the hapless customers who had to come from the sweltering heat. There was no “service” for the customer.

Next visit was to the office of a well known mobile phone company, to get a new SIM Card. The office seemed to be well furnished. However when inside, found the seats for the customers were much dis-comfortable. The person attending was sitting on a very low chair and was covered with the table in front of him. Felt extremely hot in the great office and was wondering the how and why of it. Soon the truth came out “the A/C is not working”. And yet the door was kept locked. Fans were working – but was turned only towards the workers and not even one for the poor public.

And then went to a famous temple in the town. There were three four counters to accept the money and give computerized receipts for the “offers” to be made. Here the scene was slightly different-there were fans for the public as well as the workers. But the result was the same. None of the fans meant for customers were working where as the ones for the workers were turning in full swing.

Visit to a leading shop also gave some bizarre experience. You are not cared when you enter the shop. And if you ask a customer service person, he/she directs you to others, un- shouldering their responsibilities. You are treated as a football and they enjoy kicking you from one side to the other. Majority of the representatives do not have product knowledge or selling skills. They want to leave the customers at the earliest, so as to attend to their personal enjoyments. Selection and payment will not take much time, but the billing and collection do take a lot of time. Most slowest and inexperienced staff are placed where fastness and efficiency are required. The customers have to wait until the cashier types word by word and enter details in the computer. Once the payment is over you are their mercy. The technician will come for installation at their convenient time. It can take from 24 hours to days. No feelings or tone of apology. All those Customer Service guys hold “Take it or leave it” attitude.

The King is treated as a beggar – and beggars are no choosers – are they??

And yet I found an exception to the rule in the same town. They were receptive, attentive and assisted all the customers with the same vigor and enthusiasm. They had even survey forms to learn the customers’ views. So it is possible. Where there is a will there is a way. To smile one has to use only eight muscles - and to frown, 82 it is said. But then what are the effects. The smile melts the ice of unfriendliness; and lubricate the machine of our life. Most unfortunately the “Customer Service” providers are in the dark of it.

Backbones

Moosa is a close friend of mine. Though we have not met for months, relation was growing strong due to the telephone calls exchanged between us on a regular basis.

Our meeting after a long lacuna was a pleasant experience. He embraced me with such an affection, I felt like a child fondled by the mother.

During the conversation he told me about his three daughters and their education. Time flies and I learned the little one I saw years back  as an infant have now become a grown up girl who will be completing her school education and proceeding for professional education. And it is here I felt the magnitude of the magnanimity my friend was harboring. He was; and is a man of great principles who does not believe in bribery, wasting hard earned money. He was not ready to pay any “donation” to the concerned authorities to get admission; and yet wanted his daughter to become a doctor – the wish was not for selfish reason, to get back what he invested in and much more. He wanted his daughter to serve the poor and needy. And that he expressed not in any bombastic style, but in simple words, with all sincerity. I was moved. The respect and affection I had towards him earlier increased manifold.

I remembered the old adage – the silver lining in the darkest of clouds.

In a dark world ruled by corruption, hoarding, undiluted selfishness, there are still such silver linings, such Moosas who stand on their ideals and ready to prepare their wards for the service of the society. What a noble soul. Such unpretentious people are the backbones of the family, society, country and the whole world. 

The Real Manager

Managers and Management Gurus are aplenty in the present world. Mushroom Universities churn out MBAs every day and all vie for being Managers. But then how many are real managers; how many can really manage – people, situations? Majority are mis-managers and hence the present pandemonium – in office, companies, organisations, societies and thus in countries.  Most of them have become managers by sheer chance or by “back door efforts”! Result - they do not know how to manage, and in the attempt to prove themselves create lot of problems to others as well as themselves.

After umpteen number of interviews, delays and dilly dallying people are hired and within no time they are fired – for incompetency. But whose incompetency is this? If a manager cannot comprehend the potential of a candidate after spending much time on psychometric tests, tele / skype/ personal interviews who is more incompetent?

Even now, “hire and fire” tactics is practised when real managers will adopt hire and retain. That shows the inefficiency of the interviewers, so called managers and result in victimisation of innocents employees much to the frustration which produces a negative effect in the system.

Many managers feel they should be grave, aloof, shout, curse, use four letter words to their employees and rule by creating fear complex. Instead of commanding, they demand respect. They simply fail to realise, in a friendly atmosphere work becomes more pleasure; productive.

It is in this scenario, “he” becomes different. He is not an MBA, but an engineer who is more familiar with science and not psychology. However his career graph always showed an upward trend. Starting from the position of Sales Executive his rise to the position of GM was steady and  steadfast. This enriched his experience and made him most suitable for the position he holds.

A recent incident proved his prowess as the real manager. After lengthy procedures of interview a candidate was selected to his company, The person joined and within few weeks the manager was made to feel the candidate is not comfortable with the work. The manager could have very well “terminated” , thrown out the employee in a jiffy. Instead he tried to find out the how and why of it – sessions, meetings and interviews were held. And at the end of those exercises, the employee was transferred to another section, where he excelled. There was no warning, termination letters, shouting and abusing, no frustration and hypertension. The method was logical, fool proof and ended in creative decision – proving the managerial competency

The end reminds one of Shakespearean drama – “all is well that ends well”

But then that is not the long and short of the story. It simply proves how a failure can be converted to success, how a positive approach can bring productive result, This is real management. How many can claim they belong to that category??