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Virgin Mobile Moves Ahead of Competition...

...at least in customer satisfaction.

"I do not think anyone (employee) should be criticized for being overly generous when handling disgruntled customer."
Richard Branson on Customer Service

Virgin Mobile topped in customer satisfaction survey in India.

"Virgin Mobile topped user satisfaction in 2008 while players like Airtel, BPL, Idea, state-run Mahanagar Telephone Nigam Ltd (MTNL) and Spice fell short of the benchmark set by telecom watchdog TRAI"

Well Virgin is a new kid on the block and it has a long way to go. But brand is indeed following Branson's philosphy on customer service.

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Loyal customers- Handle with care

Facebook blocked the account of Craig, one of their heavy or power user.

"Imagine for a moment that you frequent the same restaurant every day, and every day you bring a new person with you to the restaurant. Before you know it, you’ve got a large section of that restaurant filled with customers, chatting it up, ordering drinks, food and leaving generous tips. Then one day you show up to order dinner and there’s a sign on the door that says “Sorry, you are not allowed in anymore. If you have a problem with that, email us.”

Tonight I was banned from Facebook."


Reason for the same is not very clear. Facebook customer service says it is because account is compromised.

This serves a lesson for all of us - treat your most loyal customers with utmost care. They are ones who care for you and your business, who brings business with them and spreads good word about your business. Take goodcare of them before they leave you for someone else.


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National Services Days Required

US celebrates National Service Day every year on January 19 to mark birth anniversary of Martin Luther King. It is not a day OFF but a day ON. People from all walks of life do the community service and try to help less fortunate people.

This year President elect Obama has requested all Americans to participate in community service.

"Obama is seeking widespread volunteer initiatives across the country, such as serving meals to the homeless, cleaning schools and neighborhoods, or helping disadvantaged youth and the elderly."

In developing countries such as India, more than one service days are required. There are plenty of homeless children who can not afford timely meals let alone basic education. In India, we have dirty surroundings which require hard work of many communities. We can and need to do lot many things for too many under privileged people.

I have chosen four days in a year to do some kind of community service.

Republic Day (Jan 26):- Time to add a new thing to our constitution - community service.
Independence Day (Aug 15):- Time to launch a new movement - help destitutes.
Diwali (October 17):- Bring light to some needy citizens.
Christmas (December 25):- Wanted to end my year on a high.

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Customer Addiction

Rajeev Karwal has written a post on 'Milagrow De-addiction'.

At Milagrow we take 2 block breaks every year of about 10 days each. First one during summers, at the end of June and second one during the winters, Christmas onwards. It is our way of 'Milagrow de-addiction'.

This is cool thing to do. Even cooler would be having 'Customer Addiction' camps for customers.

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Too heavy to fly

Air India has fired 300 air hostesses. Not because of poor customer connect, not for lousy service they offered in Air India planes and definitely because they were poor in responding to customer's query. They were fired because they were overweight.

Hopefully sarkari companies will fire employees for poor customer service as well.

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