I remember the good old days in my home town in Suburban Mumbai when I would wake up early to ensure that I am at the bank before many more arrive and apply for the demand draft that I need for some entrance exam fees so that I am not driven away saying “Come tomorrow and collect the draft” or “Come after 12:00 noon, From the back door!”
I have also observed the same bank officials make fun of people like me when they have dared asked about certain slips and forms to be used for the transactions.
This essentially was the Customer Service I had gotten used to. For years!
It was in the mid nineties that I moved out and started to bank with a Private Bank and I almost had tears of joy in my eyes when the bank executive told me that my draft would be ready within 10 minutes. I even had an ATM card to pull out money anytime I wanted. It was a sea change, I could not believe all this to be true! I now have more or less got used to the fact that good and proper customer service goes a long way into making customers happy and ensuring a continued and repeat business at a higher level.
Few days back I had an interaction with a bank executive whose bureaucratic habits and tone reminded me of the good(?) old days of customer service. It was a terrible feeling, more so since I could clearly make out that this person was a complete misfit in the changed ways of working, one who was embarrassing his peers with his behavior and someone who was unable to comprehend the vision and objectives of his organization.
I felt pity but soon I also realized I must report the incident, I got calls from the executives from the bank and the issue was sorted out, with the person apologizing for his behavior and rendering the service he was supposed to provide as part of his job.
Do we ask too much under customer service since some of us are “spoilt customers” demanding too much! What are you?