P Senthil Saravana Durai
Right now we are in the firm grip of bigger technological advantages like the Internet, SMS, Mobile and WhatsApp [to name a few]. To begin with, I always support the Internet which is the best way of communication in a professional and undisputed manner. I have been using the Internet almost from the Y2K [the millennium year 2000] for my personal and professional activities.
On the other hand, our world is being fuelled and driven by ‘marketing strategies sans services.’ For example, if you want to know about your mobile services through the customer care units, you will never, I am sure, get the full details and satisfactory answer from them. In fact this is my professional experience. And the lack of technological knowledge and that of English knowledge are simply adding to the issues related to the customer service – this is my personal observation.
The scene was however good sometime back – in the years like 2009 and 2010 [when I had been working in Hyderabad in India]. At that point of time, I had been in touch with mobile service providers and bankers in a satisfactory manner through their customer care units. Those beautiful services then had enthralled me and even pushed me to contact the service providers through the Internet and over the phone on various occasions even as I was out in my native areas of Tuticorin and Tirunelveli in Tamil Nadu, India [away from my workstation located in Hyderabad in India] .
The sad truth is that for now service providers are not as interested in improving their customer service as selling their products – this fact is the sad reflection on the part of the industrialists. Selling without care for consumers is a big blunder that should be nipped in the bud. Otherwise, the people will end up losing faith in the manufacturers. Therefore, it is time to improve the customer service through great knowledge, courtesy and satisfaction – these positive factors will make a breakthrough in the industries.