Customer Care

In times where products and services are being offered all around and processes going to back end the word customer care is dreaded by the customers. Who want to go through the trauma of being kept on hold for 14 minutes with an unclear song in the background and the machine constantly telling you that you are important to us, Oh yes! It's clear how much you are.

When I pay for a product, the price that the company is willing to sell it to me for I am doing my part of the duty. From there I expect the other side to do their duty as efficiently. I did not hold the payment for a single minute if that is an acceptable analogy. More so if by gods grace I am able to get through to the Customer Care executive I am made to feel as a favour is being done to me by answering my query. Serious lack of economic sense of who pays for whom!

Recently I have undergone some horrific experiences. And these were no small companies, worlds foremost ( at least by it's popularity these days) music player and phone company, India's premier trading company, Brit cellular operator in India and a couple of more. I am sure there are a lot of Jobs vacant in the customer care department as I was made to wait an average of one-third to half an hour. The world kept getting beautiful in the background score and my irritation level, escalating.

A recent incident was a pleasant surprise. I was not happy with a face wash of Garnier I bought recently. What's the surprise? Even brash men like me use products, least it makes something soft in us! Instead of writing an e-mail I thought let me try to call. I had to leave my name,number and a few other details on an answering machine. I just left my name and number as I was sure I would never hear back. Surprisingly I did and was asked to send an e-mail as I did not have the product details at my disposal. Ok this is a little surprising, customer care calling back and that too promptly. I sent the details and received a call. Like most calls that I get I was unable to take it. The team was persistent and finally reached me. Another surprise I thought only teams selling loans on the phone were persistent. A big surprise coming - I was heard out by the executive who called. I was explained their answer to the problem and along with that given a solution. Wow I have never got a solution from customer care executives.

Promptly the package in question was picked up and a replacement sent in a couple of days later all by a good courier company who would call me to check my availability and not leave a slip at my door on which the details are a task to read.

My belief that the customer can be serviced is re-instated. Like any good job done it depends on the willingness and effort put in be the people involved. Knowing your job is one thing, doing it another but doing it well is what matters. Kudos to the Garnier/L'oreal team for a job well done.

Just an afterthought, all the people at Garnier were women | Is that the key? | I am not a feminist!