http://money.cnn.com/2006/03/01/magazines/business2/costofoutsourceing/index.htm
"Outsourcing customer service may seem like a bargain, but it can cost you some of your most valuable clients"
Location: Western Hemisphere
Posted on: 01-03-06 11:24:17
If only the bean-counters in the automotive field realise the same thing and understand the hidden cost of doing business with any and every overseas business.
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Dimple2001
I fully agree with the article. Money is not the only reason a customer chooses the product. Customer service is equally important. I am speaking from my experience. I had also mentioned on some other post that you cn outsource a job if is not client facing. Customer service is a foreign concept in India. You should know what a customer service is before you start working in the field.
I had service with Bell all along which costs you $ 30 a month. I tried a VOIP service at $ 10 a month. ( I was smart enough not to disconnect Bell) I had to pay $ 50 deposit for some equipment for turning my DSL to phone lines. When I decided to disconnect my VOIP, to get my $ 50 back, I had to spent probably more than $ 50.
So I am paying 3 times but at least donot have to visit Bell ofiice to make changes to my plan, get my credits etc. i can do it on the phone.
If you have had experience with private banks, cell-phone providers, ISPs, etc. in India in the last 4-5 years then you would have to say that the customer service has improved a lot.
However in nationalised banks, govt. offices & many other private sector industries, I agree that customer service is an alien concept.
Rgds.
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Let's make India a better place !
I moved to India after working for 6 years outside India.
Wanted to get a post paid mobile connection. Visited Reliance Center. The Center was beautiful marble and everything. Place was too crowded. I thought I was standing in a queue in front of a counter, but soon realized it was 'macchi bazaar'. Everyone had gathered around the counters ; shouting their queries at the customer rep's. So i have to fold my sleeves and make a dash ; customer service rep however did not care and didnt bother to answer all my queries. Moved to AirTel; found it was better ; was ask to wait ; waited for 20 minutes. Inquired again ; was asked rudely what i wanted. Person handed me a sheet and was told everything is in the sheet, come back when you want a connection.
I decided to get pre-paid #
Moved to Nokia customer care center, thought I would buy a new phone. I got a ticket number (was very impressed). After waiting for 15 min in the lobby, my ticket number was called, i went inside; there were 3 guys already selecting phone (just one sales person); The sales person did not even bother to ask me why I was standing there. I told him I need to buy a phone (I politely told him model # ); was asked to wait; Saw another person come in; he had the next ticket number; He was smart - he yelled his model # and color. Sales person was obviously impressed with his high pitched voice; he got the phone ; I had to wait for an hour; But i did get my phone.
Your example shows how customer service is still a new concept in India. One of my relatives who lived in US for 20 yrs went to Delhi to show their kids TajMahal. They stayed ina five-star Taj or Ashoka chain. Guys and boys were wearing shorts. The receptionists at the five-star hotel yelled and scolded them for small small things like forgetting keys in the room etc. This is customer service in a hospitality industry. India has a long way to go as far customer service is concerned. India is a sellers market and seller basically tells you to take it or leave it.
People are people and desis are desis, whether they live in India or abroad. Yelling, pushing, shoving, etc are in our blood. It's a desi trademark (or brand name). How long it takes to change? May be forever.
I am surprised at some of the posts. At least in Chennai or Bangalore, I haven't come across like this. Dont know abt North, so cant comment on it.
DIO
