It needs no education to exhibit Customer Service

I have now been associated with the BPO industry for quite sometime, perhaps I am directly linked to an industry that serves people. We talk about CUSTOMER SERVICE here. Customer Service exists everywhere just like Sales. And if there is Sales, Customer Service is bound to happen.

This reminds me of a small incident that happened today. My dad was going out for lunch and asked my mom to help him cover his signs of ageing (coloring of grey hair) and mom refused since there was no color available at that point. I knew this will lead to a slight argument between the oldies and somehow I decided to convince my father for not coloring. I told him.. "Dad, it is a sign of ageing, since you are getting older why hide, just flaunt it". Hearing this, my father smiled at me and told my mom, "sach hi to hai, chalo rehne dete hain" (It is true, so let it be). A true SALES moment!! This was just a small example to show how we believe to be an unsuccessful Sales Personnel while the reality is just the opposite.

While I describe Sales, Customer Service comes with the package. Here, my dad was the customer who bought my idea and was satisfied. Now, this is what Customer Service all about. Customer Service is only good if it leads to customer satisfaction. How many of us have been greatly satisfied with the service provided by the biggest players in the market? Be it the mobile service providers, mobile phone brands, pizza guys, banks, courier service, airlines, railways etc. I am sure, while you read this a lot of incidents would hover.. Like a call with a customer service agent for an incorrect mobile bill, calling bank guys to know where was the extra money deducted, calling airlines again and again to know flight's schedule and many more. Now such occasions devaluate the whole concept of Customer Service. However, having said that, I would share one of the best living examples for Customer Service and Customer Satisfaction.

I was sent to Infosys, Mysore back in 2010 without any acquaintances or friends to rely upon. The company I worked with back then had given me a few contact numbers to get in touch with as soon as I land in Bangalore. Out of those few, I had mobile number of an auto guy, named Raju who apparently had been associated with this company for quite sometime. I was given a brief about his behaviour, attitude and his commitment towards his work. Being new in this city, I called Raju Bhaiya as soon as I boarded the bus to Mysore informing him about my arrival in Mysore. He said, he will make it on time, yet I was worried. To my expectation, I should have waited for him at the bus stand considering the normal delay for us Indians. But to my surprise, he waited for me instead. Impressive, quite impressive!! There he goes, setting an example for the first "C" of CUSTOMER SERVICE - COMMITMENT. 

It doesn't end here, Raju bhaiya taught me not just one but all the 4C's of Customer Service.

With days passing, there were more trainers joining since the campus hiring started. The workload had increased for Raju bhaiya and being one single auto driver, managing trainers in different shift timings was not just difficult but impossible. This was the time for him to think and act!! This was about business. One wrong decision could spoil his clientele and reputation he had built from past few years. But, it is Raju Bhaiya, he could never make wrong decisions in business. 

COMPLETENESS, the next lesson he taught me. He engaged more auto drivers with him and aligned them to different trainers. The best part, they were well trained. Except for a couple of instances, I do not remember times where his peers did not live up to his or my expectations. He along with his team completely committed to providing great customer service!

It has been 3 long years for me to avail his services and there has not been a single day when I regretted. Before I inform my friends, I inform him about my visit to Mysore. Raju bhaiya has been CONSISTENT in providing satisfactory services throughout and it gives me immense pleasure to have availed his service. 

Being a north Indian, I knew I would face challenges in dealing with the native speakers of Karnataka, especially the auto guys and the vegetable vendors. But even here, he made things so easy. I am not sure of his education but I can proudly say, it doesn't matter. He speaks Hindi fluently and manages to explain himself in English in bits and pieces. Isn't it a WOW moment reading it? 

Raju bhaiya is a true example of self learning. A Kannada speaker managed to speak other languages without any formal training or education is worth an applaud. With customers from across the country, if he continued to restrict himself to one language, he would not have earned the respect and the consistent business. Here, he exhibits the last "C" of CUSTOMER SERVICE - "COMMUNICATION".  

I salute this man for his incredible service and thank him for setting an example for one of the best Customer Service Providers with complete Customer Satisfaction.