There is not much to discuss about the plight of Indian
customers for sure. We Indians live in such a country where we are thankful to
get services and products by paying our own money. Little do we know about big
concepts like that of customer service, customer delight and customer satisfaction.
We simply derive our delight as customers from the simple fact that we finally
succeed in getting a product intact without much of a difficulty!
The plight of Indian customers is such that we have stand in
long queues to clear our bills. We are not at all bothered as we are grateful
to get our products in one piece that we pay from our own pocket. There is no
one to provide any kind of customer service to us in the true sense. But yes I
have served in a few well known BPO’s where I have catered to queries by
foreigners with different issues. Be it for Lipitor or for their checking
account, I have done it all. Not only this, but I made sure that I have
followed the principles of customer delight and customer satisfaction with a
dash of my effective communication skills.
Then how come the same business houses shrug off their
shoulders when they come to the Indian subcontinent? Here I wouldn’t dare talk
about our own indigenous honchos who have always failed to do anything meaningful
in regards to customer service. Again coming back to their overseas counterparts,
what can be said is that they have double faced policies. Yes of course, one
for developed countries like US, UK, and Australia and another for developing
countries like India! I fail to understand this business policy as well as our typical
Indian mentality that is happy to get products without any real value added
service with it. Such is the plight of Indian customers today!
