Comments - Latest Popular Stories, Instablogs Community by Aneezshaikh

Jayashree

Jayashree — Thu, 26 Mar 2009 00:00:00 +0000

I can never understand what they speak! The thick accent, the rude demeanor, OMG

Jaiyant Cavale

Jaiyant Cavale — Thu, 26 Mar 2009 00:00:00 +0000

I bet..

Aneez

Aneez — Thu, 26 Mar 2009 00:00:00 +0000

Jayashree, how can you miss the most important point?! Their inability to answer simple queries without asking us to hold on for ages!!

I feel there should be special tests for these CCAs,

1) Building structures from building blocks in a specified time.

2) Learning mathematical tables of odd numbers by heart (1 to 9 is sufficient).

3) Giving at least an hour daily for dictionary reference!

4) Reading some good books (My First A, B, C... Book is recommended)

Maybe then they will get enough brains to solve our queries without having to put us through the ’hold the line’ ritual!

Jaiyant Cavale

Jaiyant Cavale — Thu, 26 Mar 2009 00:00:00 +0000

Robert did the right thing. He sent a befitting reply and email. I hope they do circulate the email amongst their employees. Customer service executives can’t be so brazen!

Aneez

Aneez — Thu, 26 Mar 2009 00:00:00 +0000

Of course, Robert did the right thing. In fact, I’d prefer a big banner on every corner highlighting the pathetic state of a call center which belongs to such a big company.

I’m sure Vodafone will take this thing seriously and keep a tight tab on its call centers to avoid such things in future.

Lestat Sterescu

Lestat Sterescu — Thu, 26 Mar 2009 00:00:00 +0000

If this happened in my country, teh customer service executive would have lost his job, and the company would have been sued. Robert did the right thing by emailing his angst to the company. I hope he doesn’t mind us discussing his email ;)

Jaiyant Cavale

Jaiyant Cavale — Thu, 26 Mar 2009 00:00:00 +0000

Hey Lestat, I don’t think Robert even knows I forwarded his email to everyone on my address book. He emailed me to share his anger, and I wanted to share it with everyone! Boy, would Robert be shocked to see this on a blog!

This is just one instance, but in India Customer Service Executives hardly speak even PIDGIN! I can barely understand what they speak, and they hang up on your face if they are not in a mood!

Ugh.. Reallly.

Aneez

Aneez — Thu, 26 Mar 2009 00:00:00 +0000

@ Lestat

You are lucky to live in Romania. ;-)

In India, if you have to take the services of a customer care executive;

you should be a person with

loads of patience.

loads of free time.

and no self respect (in majority of cases because what you get is non-sensical blabberings ending in abusive words, sometimes crossing the F-word)

However, not all the call centers are like this. There are some real good ones with very disciplined and well-mannered execs. Unfortunately, those are very less, maybe 0.00000001 per cent!

Arjun

Arjun — Thu, 26 Mar 2009 00:00:00 +0000

It is a shame that in India a customer is seen as dispensable; otherwise nothing can justify there behavior. Also I think all the companies have become a cartel because everyone is like this.

They will ask you ”how they can help you”, but they never have the intention.

Aneez

Aneez — Mon, 30 Mar 2009 00:00:00 +0000

Very true Arjun. Though we have some exceptional cases where the execs go out of their way to help you, the general scene is very discouraging for a customer to seek or expect any help from the customer care guys.

Anil

Anil — Thu, 26 Mar 2009 00:00:00 +0000

The gullible customer has fallen pray to the consummerism and in turn is being treated badly by the big companies, claiming to help the customer through call centres. If the companies fail to amend and correct themselves, I think the consumewr cannot be taken for granted for ever.

Aneez

Aneez — Mon, 30 Mar 2009 00:00:00 +0000

Its high time the customer realizes that these specialized units are there for his convenience and benefit, and start a complain campaign if he experiences any rudeness or roughness from any customer service associate of any call center.

Chitraparna S

Chitraparna S — Thu, 26 Mar 2009 00:00:00 +0000

Thankfully my experience with the CCA has been good till date.

I remember one incident that happened at a vodafone outlet i happened to visit for bill payment. first of all, except the cashier no one was there. The manager and 2 other staff member were taking turns to visit the ’back office’ apparently eating something. It was not even lunch time, only 11.30 am.

Anyhow, there was this man waiting for at least an hour desiring to speak to the in charge. mind you the manager was there. but his case was being completely avoided. The case? He had purchased a vodafone number a week back but the number was not yet activated. Reason? The shop he brought the package was not registered. How can that be? Anyhow this man kept coming for 6 days regularly just to get a refund of Rs. 250.

Finally the manager came. He said he can’t pay back because they are not allowed to keep cash and the check can be delivered only after a month.

The man went berserk and gave the staff a fitting dose for incompetency. Result? He got the check in an hour.

Good ending to a bad start.

Aneez

Aneez — Mon, 30 Mar 2009 00:00:00 +0000

Your story once again reminds us about the mindset of these people. When they themselves can’t use a soft tone while talking to a customer, how can we expect them to get our point when we ask them politely?? :-)

Politeness is an alien concept to a majority of these CCAs.