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Customer Service


To a retailer, customer service is about a lot of things.

It is about processes. Processes are designed to protect interest of a business and not his customers. Customers are smart enough to find their own way out of the jungle.

It is about people. They are trained to follow processes and are happy to accommodate customers within the realms of those processes. Let customers worry about their problems and not bother staff with their problems.

It is about price. Products are sold at competitive price. At times, cheaper than what competition is selling at. Then hoping that, customer should not expect any kind of service at rock bottom prices. Service and low prices don’t go hand in hand and customers should understand this.    

It is about products. Stock product that is expected to contribute more to bottom line, bundle non-moving products with high selling products and give customers a feeling that they are in for a great deal. Customers will be intrigued with these offers.

Unfortunately, customer is missing from the whole framework. In the name of customer service, everything is designed to help business and not customer. Experienced customers know that this all ‘customer service’ thing is a minefield of frustration and bad experience and they avoid getting into this spiral.   

But retailers do not have much to worry. After all customer is still spending his money with them.

Job, Career,Calling or Whatever...






On Monday morning I came across this

Most people approach their work in one of three ways: as a job, a career, or a calling.
  • If you see your work as a job, you do it only for the money, you look at the clock frequently while dreaming about the weekend ahead, and you probably pursue hobbies, which satisfy your effectance needs more thoroughly than does your work.
  • If you see your work as a career, you have larger goals of advancement, promotion, and prestige.
  • If you see your work as a calling, however, you find your work intrinsically fulfilling you are not doing it to achieve something else. You see your work as contributing to the greater good or as playing a role in some larger enterprise the worth of which seems obvious to you. You have frequent experiences of flow during the work day, and you neither look forward to “quitting time” nor feel the desire to shout, “Thank God it’s Friday!” You would continue to work, perhaps even without pay, if you suddenly became very wealthy.
Lately, I am feeling that I also belong to a tribe of millions who go to office, swipe their attendance card, open their email, answer new mails, wait for more emails, speak to a couple of customers, same issues and no resolution in sight, a couple of coffee breaks followed by lunch, a couple of more email exchanges, a couple of more coffee breaks with some extended gossip sessions and then clock tells me, it is time to leave. Card swipe and I head back towards home, doing things which help me rejuvenate so that I am prepared to go through the same monotonous grinding cycle next day.

If the number of emails received is less, then I feel neglected. More the number of meetings I attend, more I feel burdened with work. I feel like I am a replaceable cog which can be replaced on the whims and fancies of someone sitting above me. Okay, maybe I am wrong about firing part, but the mere thought of being a cog is giving me enough heartache.    

The only consolation is that I am not alone. Last week I got an opportunity to travel in Metro during office hours. Every face was communicating the same signs of monotonous cubicle life. If one does not consider the features, and tries to differentiate people on the basis of expressions on faces, he will fail miserably.

I am trying to break this cycle by pursuing various things - reading, running, blogging, doodling etc. But getting up every morning and going to office is one thing which I do not want to do. It is a big energy sapping moment. It drains me out emotionally more than physically. 

People suggest changing job might help. I am not sure. For sometime it will be a motivation to get up and go to office but sooner or later I will be caught in the boring spiral of cubicle life. 

But problem is I do not even know where my calling lies., what will satisfy my heart and mind both. I do not have any passion for which I will leave my cubicle comfort and take a plunge. There are  a couple of business ideas I have been sleeping for sometime but so far they have remained ideas and nothing more. Not acting is my failure. Maybe this cubicle comfort is too cozy to leave and I am letting my life pass by.

Maybe someday, it will happen. Till then, I will try to cope up with cubicle comfort and try finding my calling or giving up everything to start something. 


Flying with moron...


Recently, I had a chance to fly Air India. Experiences about my journey with India's flagship airline.

On entering the aircraft, I was expecting to see some old and fat air hostesses who had not smiled for a while. I was partially wrong. Air hostesses were not old and not fat. They were, in fact, very young and pleasant looking. But, they definitely did not know how to smile. 

Another observation. All airlines give a bottle of water once you are on board. Even low cost airlines offer water. But not Air India. 

In food, they provided sandwiches. A customer complained about sandwich being stale. But air hostesses did not care much. And I did not care much about the food.

I know, Air India is on a cost cutting spree these days, as it is running into deep losses, and is continuously asking Government of India to put it back on track. Well, cost cutting is good if it is helping you to cut your losses without hurting customer experience. If cost cutting is hurting your customers then it will do no good to the business.

I am not sure all this is because of cost cutting. This could be a part of their DNA. If it is in their DNA then no matter how much money someone gives them, they will not be able to recover. 

I am hoping for the best. The best for customers.

Lofty goal


Last few weeks, I spent studying my competition. How they are better? What good we are doing good? Etc.

Nobody is perfect but everyone is trying hard. Especially when it comes to wooing customers and retaining customers. Tactics may differ for all but goal remains the same.

Time spent in competition also suggested that we are not only clueless on certain things related to customers. Competition is also trying hard to figure it out. People who are in our business for decades are also struggling to keep customers satisfied.

Customer satisfaction is a lofty goal to achieve but it is worth trying.  

Smile...



...or customers might not like you.


"There's one person up there in the lobby who is not smiling or greeting people when they walk in."

The complaint above is registered at Ritz-Carlton, New York. And this non-smiling staff is a big concern for the hotel manager.

It is pretty simple - smiling staff will keep customers smiling and smiling customers will keep businesses smiling. All businesses understand it but only few decide to do something about it, while others continue to ignore it. And some go out of their way to keep all stakeholders happy.

Ritz surely knows how to do an excellent job in delivering a great customer experience. They truly believe in 'wider the smile, better is the business'.

Customer Service Person of the Year – Steve Jobs


“No. Not to worry.”

If you read the above text, you will probably ignore it as it does not contain any useful information which an ordinary Joe will look for. But tell the world that above text is an email response from Steve Jobs, you may like to read it again and try to find the background of the above text.

Over the last one month, Jobs is answering queries of customers like there is no tomorrow.


In case a customer is not happy with some hardware upgrade and writes to Jobs asking him the reason behind this lousy upgrade, Jobs replies him with a reason. 

If someone wants to know about whether he can access his collection of books on iPad, Jobs reply with one word reply. 

And the list goes on and on. ‘Blog world’ is full of such small and few-words-long emails which may not translate into any heart to heart talk (most of the time it is blunt and to the point) but it will always surprise you if you get a reply from a CEO. And if  he CEO happens to be Steve Jobs, Apple fanboys are more than eager to pick the threads and spread it on various blogs.

I find this practice of his a bit strange and amazing at the same time. Strange because it is far easy for a CEO to go for a press release and answer everything in formal and legally correct language which will do no harm to anyone. Yet he decides to take this off-beat path. His replies are often considered curt, blunt, and too short but usually to the point. If he decides to go the PR route, he can overcome all these short comings. But he decides to speak his mind and heart instead.

I find it amazing because a CEO need not respond to any customer mail. He can pass it on to his chunnu-munnus who will take care of the issue. It happens most of the time and it will continue to happen as CEOs are extremely busy species and small customers are definitely not their priority. It is amazing to see that someone is trying to do things differently.

Jobs may not be answering all the emails but whatever small number he replies, shows his concern for his customers concerns, and he feels that their concerns are his concerns.

He is, beyond doubt, my customer service person of the year.  

Customer Service Demons




Who needs Customer Service demons from some 'outer world' when you have enough inside?
 
There are scarier demons inside customer service departments in the name of 'processes'. There are even more scarier demons inside untrained customer service professionals.
 
The bigger problem is whenever we try to see this demon, we do not kill it. We let it get bigger and scarier. We join hands with these demons and let them run the whole show.
 
In the end, demon does his job efficiently. And we fail to deliver for what we are hired for.