Test Testy

Tuesday, August 16, 2011

State of Customer Service in India

From what I have noticed in recent times, customer service, in particular, for telecom and DTH, reaching a customer service executive is becoming almost impossible. Instead writing an email to the respective id is bringing better results.

This is a reasonably good development for those who have access to email but it is highly restrictive to those who have limited access to email and highly discriminative to the illiterate.

Cost reduction efforts are great but this is an area service providers need to keep in mind. Explaining a service issue itself was a great challenge and now if one has to articulate, imagine the difficulty. If the issue is hot brought out properly, there is a good chance of getting a standard reply defeating the whole purpose.

I can't even imagine taking someone's help to write such mail in case I'm illiterate and lack of writing email in native language makes it further difficult.

Hope someone is reading and taking note of this feedback

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