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Notes on tech

Notes on technology, business, enterpreneurship, economy, markets along with interesting general tidbits.

Customer is (not) the king

1/16/2006 06:27:00 PM, posted by anand

They attribute a famous quotation to Mahatma Gandhi "A customer is the most important visitor on our premises. he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so".

Some Indian companies dont get this simple fact. They jack around with the customer. They probably think that in a land of 1 billion people, even if a few customers get disgruntled, there is always someone else who is willing to give them the business. The the case of BSNL. I've written quite a few times earlier. Even the Tata Indicom guys didnt keep up their promise of a DSL installation within 5-8 days. When I called them, they said that the wiring was not done correctly and so the DSL can only be installed sometime by the end of January. Enough said.

Its not all gloomy though. These days, most of the big companies have toll free numbers for customer support. Some of them even tell you wait time for the call. I've had to work with Spicejet for my ticket cancellation. The customer support rep was pretty helpful. The tier I companies are getting it right. It might take some time for this to percolate down to others.
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