My Experience with Telecom Co’s & ISP’s
I had to share this experience as I felt that my experience would qualify as a recipient of ‘Hall of fame’ under customer complaint category. Hopefully !
I have a Broadband connection from one of the leading telecom company. The big gap what I’m going to talk about is a series of responses from the company/customer care which I have experienced.
It all started on a night when my broadband connection went off suddenly, so I decided to call up the ‘customer care’ and I was told I will get a callback for on line troubleshooting in 30 minutes. That call never came. After several reminders at the customer care about this call back and my unresolved problem, the executives kept saying me scripted phrases like “We are sorry for the inconvenience” or “We understand you concern” etc. They use these scripts, irrespective of basic emotional sensibilities, even If you are angry, frustrated or tired. Each and every time they only use these scripts and not try to help you out of the problem. Almost Robots!
Next day again I called on Saturday morning again to follow up my unresolved problem and the executive said that on Sunday Morning at 10am a technician will visit my premises, I said its a Sunday and your technician in Delhi don’t work (past experience), he still insisted that they would visit. I was right the technician never came on Sunday. This proves that either the call center guy isn’t aware of process and rules, or the office in Delhi is taking off maybe even on a working day! The fact can only be clarified by the company!
But after this experience, I qualify for a job in this call center, since by now I know all scripts, and I know when actually the technicians are on off!
The company must have a tracking mechanism on call backs and result check mechanism on every complaint on priority basis. Most importantly there is someone who can call and apologize to the customer for not calling back and ensure that the problem is immediately resolved. The customer care staff needs to be trained in being more sensible while responding and not just use scripts at all times. I wonder how many customers they are loosing everyday due to poor service and processes and negligence.
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