U felt the sales person behavior is something great...because u were in foreign land. That's one of the bad habit of us, if any foreigner does.. its great, but if the same thing done by our salesperson, u feel he is trying to cheat u...may he get the same price shoe...u think it may be defective piece.
If one can find professionalism like the one given above commonly in our everyday life, we would all be like that. We are misled into thinking that if we find cases of unprofessionalism, we tend to think on those lines only and we dont trust each other. So its a case of falling standards. News of distrust that we read in the papers and on the dramas on TV are more discussed than good things in life. So ultimately our standards are falling. Taking an example if someone has a dig at others it continues to spread between them and also affecting others whereas good things rarely get published.
An excellent example to be emulated! May I request rediff.com to kindly email this article to Mr Mittal at Airtel, Mr Ambani at Reliance Telecom, Mr Puri at HDFC Bank and all our so called India Inc. who are diversifying into Retail with a simple message that unless they invest in customer care and training of Staff, they are all barking up a wrong tree. This is especially required at Airtel and HDFC Bank, who are the worst reputed customer servicers in India.I would have emailed them but do not have any access or email to do so, which itself is an example of bad customer service. Rediff, pl do us this favour
RE:Customer Service
by Ravindra Rao on Aug 11, 2007 09:50 PM Permalink
Who says Ambanis & Reliance Telecom are not Professional? There are true Professionals in cheating. They cheat you so sytematically that it is now an organisational culture. I think their staff get rewarded for cheating. I got inflated bills for 3 months and no one is willing to take down that complaint. Is that not a Professional way to deprive a customer of his rights. In Reliance "The Customer We-Do-Not-Care" staff are very professional. They will never hand over to you the complaint book to make sure your complaint is never recorded. They are very Professional in thinking "Customer is a Moron". The Reliance Motto is " Caveat Emptor" which means "Reliance does not hold itself responsible for their customers dissaisfaction". To believe this go to any service centre and you can see for yourself the number of customers who are not being served and how long they have to wait.
RE:Customer Service
by saravanan sr on Aug 11, 2007 11:42 PM Permalink
i totally agree with you.. they are a big cheaters.. they dont send you bill and they will put fine for you saying that u have missed your last date.. they have a good cheating policy.. worst customer service i have ever seen .. dont get into any of reliance based prouducts particulary reliance info products
RE:Customer Service
by Postwala on Aug 18, 2007 10:33 PM Permalink
Ravindran, Saravanan and Raghubir,
We got to realise that each business has its model upon which it earns profit. In the times of comeptition, any customer will buy product/service if they feel its moneys worth. They would never go for service that they feel is cheating them, also an entrepreneur is never happy soul treated as greedy business man. We want to offer you quality service and Happy to get paid. Can any one say Ambanis are Greedy, Bill gates is greedy....we like what they are offering and therefore are there customers.
Now regarding the customer service, most of us cannot afford the cost of premium customer service (Nothing is done free). We are more interested in minimum gurranty, high quality product than a great shopping experience or feel good factor. But as economy grows people will want more of specific products. Please be advised, you already have enough stores in India for premium customers who are treated as Nawabs and their pimps when they enter in. Its unfortunate that we think its the job of Reliance/tata/Birla/HDFC to do all things which any of us can do.
When we see an oppurtunity like a improper customer service, just grab it? Our time is better used that way than crib as it never makes a difference.
The article is well written.. i agree you were kind enough to wait. But, a true professional sales man is expected to be able to handle even the short tempered agressive clients... with reference to the feedback to the previous readers, the software professional is also expected to be knowledgable, able to present his ideas, considerate and having very very high customer orientation.. isn't?
The article was good and applies especially in the sales field. One thing that has to be noted is that Mr.Dennis was a good customer who wouldn't mind waiting in the shop to buy the shoes. Also his friend had recommended the shop to him stating that it is a good one. So Mr.Dennis had gone to the shop with a positive image. In many circumstances, all this factors will not come in to place and many customers will not act as he has done. Anyway, the idea of good presentation skills, knowledge, convincing skills for a sales person is well taken. In future, try to link it with the correct line of marketing.
RE:A professional customer & professional salesman
by Aby Koshy on Aug 14, 2007 11:14 AM Permalink
You probably missed the point. 1) Why did Dennis' friend recommend the store? 2) Dennis was almost leaving the store when the salesperson made eye contact.
Dennis' friend had tasted "customer salvation" at the "Walking Company", and nothing would have stopped that friend from recommending the store to Dennis. However, this positive image that Dennis had would not have made an iota of difference had not the salesperson made eye contact, and therein lies the professionalism of the company.
