Our country and our people are known for hospitality and service. Few smart men realized how this innate quality of us Indians can be transformed into an entrepreneurial opportunity; thus the birth of service industry which we are so proud of and has been fetching us money; market growth and helping many of us to lead a decent standard of living.
The service industry started with IT and spread its horizon across medical, knowledge, biotechnology, banking, finance, law......Are we really hospitable? Are we service oriented? Indians are known to be polite, understanding and serve with care. Well, take another look Maybe the commercialization has ripped our quality of its sheen.
No one has time and the resource to channelize; at least in the after sales/service sector. Its all candy and honey when you first try to acquire a new product - be it internet service, a new car or a telephone connection. You are promised freebies, assistance at any hour of the day and other sweet-nothings. The marketing guys must be spending time in grooming their communication etiquette and learning the art of charming.
Once the money reaches their hands; thats that. You are at their mercy to get things working. "Sir, I am just sales, I dont know technical things. My customer service will get back to you". Numerous calls to the customer service, each time talking to a different person and trying to explain your problem beginning with history is sure going to wear you out. When 'they' trust their computer database history records more than the trust on fellow human beings, its more of walking on nails.Numerous follow-ups before you buy a product and not even a corpse to care after you have bought them! They behave as if they are doing you a favor and you dont have a choice but at their mercy.
Its obvious that the chunk of their funds goes in hiring famous celebrities to market their product. When it comes to customer service, it takes a U-turn. Incapable agents, poor communication, commitment less and more. Raise a complaint and they raise a ruckus! The service person attending to you is going to take it personally and try to convince you with a "Mistakes do happen". I wonder if such lax attitude is allowed when Indian service companies serve offshore clients? I have heard of stories when these executives get abused by clients at the first chance of knowing they are being attended to by Indians.
An after sales service is as important as selling a product. Its not a favor or a charity but part of business. You not only pay for the product but for services as well. Not to blame the executives but the policy of companies have to be changed. Why are these companies not giving importance to service as they give it to marketing?
There are reasons. We are not taken seriously. The "I'll adjust" attitude - they can get away. The service policy is not defined and if defined not adhered to. Mistake is not theirs alone. How about us? Give us a penny and we rob the bank!. Dont we take advantage of anything free?
Imagine having a 90 day return policy as in USA? What would we do? Each one knows the answer. Somehow its ironical that the best service industry is in India and we cater to the world when we cannot cater to our needs.