I think my bandwidth for accepting poor customer service is going down cause I am getting more and easily ticked nowadays for poor (atrocious) service. In the last one week,
- one customer service executive of a web company banged the phone down on me because I asked her for a clarification. She was kind enough to say thank you before she did it.
- a restaurant refused to take our dinner order even though we were above the minimum order limit even though they have delivered the same order twice before in the last one month. The man on the other end went on to deny that they have ever honored such orders. (Wow, now we are liars!)
- Chennai autorickshaw drivers continue to demand that random figure that comes to their mind, when I want to hire them for a trip. It is amazing how they do it!
To think that this is the same country that manages some of the world’s best customer service centers and is also called a service-oriented economy. What happened? What are we missing? Do we really have to be taught to be courteous and respectful?
I don’t look at good customer service as a choice. It is an attitude. The same attitude when a unwelcome guest visits home. You don’t like him there but you still are courteous, kind and respectful to him.
If you look at the bigger (country-size) picture, there could be other possible reasons for this lack:
- Education. Indian education really does not focus on services. Students (in primary, secondary and college education) are forced to excel in subjects they probably will never ever use in their whole lifetime. (But that may be why we get some of the best technical people around. A different point altogether.)
- “Let the other guy do it” attitude.
- “Everybody else seems to be doing it” attitude.
- Slack in administration machinery.
And I am sure there are more reasons. What do you think are the (deeper) reasons for poor service from a country’s perspective?