tag:blogger.com,1999:blog-7445558282646097463.post7816031140138413465..comments2023-09-27T20:05:29.145+05:30Comments on Third Umpire on Branding: Service? What service?Anonymoushttp://www.blogger.com/profile/13925165090244656996noreply@blogger.comBlogger17125tag:blogger.com,1999:blog-7445558282646097463.post-42174409886395764222011-09-12T18:32:31.114+05:302011-09-12T18:32:31.114+05:30I agree that courtesy makes the whole situation be...I agree that courtesy makes the whole situation better. Sometimes though we lose our heads and the transaction becomes worse.Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-78457264906372908232011-08-23T17:36:06.230+05:302011-08-23T17:36:06.230+05:30You are absolutely right. Sadly some of us lose o...You are absolutely right. Sadly some of us lose our cool and the plot in the bargain! Your suggestion of isolating the customer to a separate area is a good one and sometimes service people who are under stress may miss some obvious things.Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-2175978038189959912011-08-23T17:34:47.723+05:302011-08-23T17:34:47.723+05:30"Shud V take the pain to convey to the person..."Shud V take the pain to convey to the person concerned in a more polite and understandable manner?"<br />I totally agree with you in the incidents tat happened (n happenin) n ur reactions sir. But let me share my recent experience with Sony Vaio service centre when I went 4 some tech glitch in my laptop. Once I approached d reception, I found two ladies arguing with a service engg. abt their inability to address d problem (and solve it ofcourse), even after taking a weeks time. Now, as a customer who is going to Vaio serv centre 4 d 1st time, am bound to listen to the conversation, observe the engg's response, their empathy 4 d cust and create a mind map of what happened (or what cud possibly happen to me). Though the conversation ended in some agreement sooner, and thou i somehow STILL trusted them and elaborated on my laptop's problem, there was a degree of uncertainity of me encountering similar problem the week after. Nevertheless, what i did is to have a relaxed conversation with the serv engineer to convey my problem fully. And finally took the liberty to ask him if he wud mind I suggest a small idea to him. After gaining the engineer's confidence and possibly a good relationship, I told him to take the customer discussion to a separate room and never have such arguments infront of many customers. A small closed room, making the customer sit and explain cud ONE->reduce their temper and intensity of aggression, TWO->not create doubts in minds of new customers like me.<br />And guess what? The engineer thanked me for the suggestion. Am not sure if he has implemented it, but with the gratitude in his eyes, am sure this suggestion wil stay with him 4 some time.<br />So when situations go bad, and when we think we deserve certain things, (if not this time), why can't we educate ppl so as they improve their business better, cuz at the end of the day, its eventually wat the customers expect which will be conveyed.Shrininoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-86037534678519677762011-08-23T17:29:45.584+05:302011-08-23T17:29:45.584+05:30Strangely the hotel responded. Kingfisher did not...Strangely the hotel responded. Kingfisher did not!Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-43545852671313657982011-08-23T17:29:12.110+05:302011-08-23T17:29:12.110+05:30Good one. I agree about KF, I can't comment on...Good one. I agree about KF, I can't comment on the hotel. What really surprised me is that your flt took off on time. My experience is that they cancel one out of of 3 flights due to shortage of aircraft/pilot/passengers...Kris Lakshmikanthnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-79119504244771457832011-08-23T17:27:06.137+05:302011-08-23T17:27:06.137+05:30Good one. I agree about KF, I can't comment o...Good one. I agree about KF, I can't comment on the hotel. What really surprised me is that your flt took off on time. My experience is that they cancel one out of of 3 flights due to shortage of aircraft/pilot/passengers...Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-83071498070003116072011-08-19T15:31:47.879+05:302011-08-19T15:31:47.879+05:30Thanks Bala. Strangely no response from Kingfishe...Thanks Bala. Strangely no response from Kingfisher!Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-54494321909395136522011-08-19T15:31:18.312+05:302011-08-19T15:31:18.312+05:30Excellent article. You really have a good way of ...Excellent article. You really have a good way of writing. I liked it - more because of the interest in Customer Service industry. I am sure several of us have similar examples - but it is great that atleast some of us are able to write about it. Good one, and well written.Balanoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-34919954846545300422011-08-19T15:30:02.596+05:302011-08-19T15:30:02.596+05:30Yes, but sometimes we can get caught too!Yes, but sometimes we can get caught too!Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-34726619615340394822011-08-19T15:29:23.104+05:302011-08-19T15:29:23.104+05:30I agree with you. We have this habit of trying to...I agree with you. We have this habit of trying to bluff our way out of a situation, which can be very irritating to those who are at the receiving end.Sujit Johnnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-5649876758195841152011-08-19T15:17:06.514+05:302011-08-19T15:17:06.514+05:30Yes, strange that even with so much technology at ...Yes, strange that even with so much technology at our disposal, the quality of service has plummeted.Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-63369553910845612052011-08-19T14:46:21.896+05:302011-08-19T14:46:21.896+05:30Loved the article(more your style of writing) and ...Loved the article(more your style of writing) and have been reading the book. Have sent the link to many others who have enjoyed it. In general service levels across various sectors has dropped a lot. Guess because of the growth of the economy many folks just don't bother about the consumer. Also interestingly in the days when IT support etc. was at a bare minimum customer service was a lot better; with all the fancy CRM's etc. customer service has not gotten better. On another note, I always felt that good international brands deliver relatively poor quality products in India at comparative dollar pricing and still get away with it; lots of examples here.Vasuki Seshadrinoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-91432921731014752612011-08-16T20:17:03.086+05:302011-08-16T20:17:03.086+05:30"Shud V take the pain to convey to the person..."Shud V take the pain to convey to the person concerned in a more polite and understandable manner?"<br />I totally agree with you in the incidents tat happened (n happenin) n ur reactions sir. But let me share my recent experience with Sony Vaio service centre when I went 4 some tech glitch in my laptop. Once I approached d reception, I found two ladies arguing with a service engg. abt their inability to address d problem (and solve it ofcourse), even after taking a weeks time. Now, as a customer who is going to Vaio serv centre 4 d 1st time, am bound to listen to the conversation, observe the engg's response, their empathy 4 d cust and create a mind map of what happened (or what cud possibly happen to me). Though the conversation ended in some agreement sooner, and thou i somehow STILL trusted them and elaborated on my laptop's problem, there was a degree of uncertainity of me encountering similar problem the week after. Nevertheless, what i did is to have a relaxed conversation with the serv engineer to convey my problem fully. And finally took the liberty to ask him if he wud mind I suggest a small idea to him. After gaining the engineer's confidence and possibly a good relationship, I told him to take the customer discussion to a separate room and never have such arguments infront of many customers. A small closed room, making the customer sit and explain cud ONE->reduce their temper and intensity of aggression, TWO->not create doubts in minds of new customers like me.<br />And guess what? The engineer thanked me for the suggestion. Am not sure if he has implemented it, but with the gratitude in his eyes, am sure this suggestion wil stay with him 4 some time.<br />So when situations go bad, and when we think we deserve certain things, (if not this time), why can't we educate ppl so as they improve their business better, cuz at the end of the day, its eventually wat the customers expect which will be conveyed.shrinihttps://www.blogger.com/profile/10078593861498354167noreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-40678944557610414422011-08-12T17:30:33.826+05:302011-08-12T17:30:33.826+05:30Yes, very relevant. Lets see how long I can go on!...Yes, very relevant. Lets see how long I can go on!!!Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-46688479202165753712011-08-12T16:12:21.100+05:302011-08-12T16:12:21.100+05:30Very true, very good. But who cares??? Neither t...Very true, very good. But who cares??? Neither the customer nor the service provider...both of of us are used to it. If some thing doesnt go wrong, we are surprised, and shocked.. We have become a nation of people, careless and callous all the time without any remorse or regret.....<br /><br />I used to fight a lot for similar issues raised by you............. it went on for a while. Now I am quite calm and accept every thing which comes my way...Because thats the way we are.. period.....A G Krishnamurthynoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-45547452574534714102011-08-12T14:12:45.522+05:302011-08-12T14:12:45.522+05:30Mathew, my head tends to agree with you, while my ...Mathew, my head tends to agree with you, while my heart questions and asks "are we giving up too easily?"<br />Maybe service providers too need a judge and with online we have more power than before as consumers.Ramanujam Sridharnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-47031378872243021872011-08-12T13:27:34.790+05:302011-08-12T13:27:34.790+05:30I have realized complaining in this country does n...I have realized complaining in this country does not work. What is broken stays broken until there is a change in management. Why add your head to the debris. Best is to leave it be and look for a way out and make that your default mode for the future - whether airlines, hotels or our cricketers performance after a money-raking IPL Season.Mathew Anthonyhttps://www.blogger.com/profile/16359950414905366607noreply@blogger.com