Want a resolution for your complaint? Hit at the top.
My friend experienced a bad service from one of the leading telecom players in India. He had an internet connection which he wanted to disconnect. He paid bills and cleared all his dues. But the company forgot to disconnect his services.
They kept sending him bills. He responded them by writing mails to customer service to clarify issues. But he continued to receive bills. Then he started receiving threatening calls from their collection agencies. He clarified again to everyone and showed them necessary documents.
Nothing happened. Threats continued followed by a legal notice. Frustrated by all this treatment, he decided to bypass the whole system. He already knows that employees are against customers. He observed that departments inside the company are working in silos and do not communicate with each other. To resolve his issue, he wrote a complaint to the company CEO (yours truly's advise).
Thankfully after three days, he received a call from the CEO's office. The guy apologized and closed the issue. My friend heaved a big sigh of relief.
Moral of the story - Do not believe in company's customer service. Do not believe that company's processes are designed to help customer's cause. Do not believe in assurances given by employees. Hit at the top. Nobody bothers more than the boss.
I experience it lot. I, being in customer service department for the last three years, have observed that complaints coming from our Chairman's office receive highest attention. We forget everything else and go all out to please that complaining customer.
Letter from the top just helps us to shrug off our chalta hai attitude and remind us that customer is still the king. I know this is wrong on our parts but unfortunately that's how the whole thing works.
Usually, hit at the top works.
Hit at the top = complaint resolution.
Hit at the top = employee attention.
Hit at the top = peace of mind.
Next time when you receive poor customer service, you know what to do.
by Ravan , on November 17, 2009 2:26 AM
hey dude just observed the domain...ossum!!!
by Ramesh , on November 17, 2009 2:34 PM
Good idea Adesh. Hit at the top. Its a pity though that the pepople who are paid to handle such matters don't do their job.
by Adesh Sidhu , on November 17, 2009 8:37 PM
Thanks Sid. Congrats for finally getting engaged...
@ Ramesh - I am also part of that population...
by Dhiman , on November 18, 2009 7:02 PM
You know Adesh my dad has been doing this quite for a long time he did this 20 years ago to a Consumer Goods company, then to a reputed PSU Bank etc and every time the action was prompt in one case the employee concerned and his manager came on knees to our house to save his job. I don't know when will these companies learn...that if more and more customers start hitting at top where will top go....
by le embrouille blogueur , on November 19, 2009 11:26 AM
This week something similar happened to me. I was charged a recurring amount for safety deposit for utilities for the last three billing cycles. I did not ...rather could not hit at the top. But I expressed extreme displeasure at their service and since every call is recorded was connected to a Regional Supervisor in seconds. You have hit a home run Adesh. ....again !!
by Adesh Sidhu , on November 19, 2009 8:32 PM
Hey LEB - Welcome back. I missed you on blogging circuit.