Friday, January 25, 2008

Customer care anyone?

In the "good ole days" if a customer had a complaint, he went and talked it over with the businessmen or manufacturer.
Nowadays, entrepreneurs and corporate types do not like to converse or meet with customers. Hence the emergence of a brand new management category "Customer Care Service". These employees are trained to stonewall the customers, rather bludgeon them into silent acceptance of whatever the corporate dishes out to them.
Practical experience has shown that the customer care department is the first to be outsourced to the anonymity of call centers whose employees are almost totally ignorant of everything except a few standard unhelpful phrases and sentences the purpose of which is that the entire financial burden of the inefficiency of the company must be borne by the customer for having committed the fatal mistake of purchasing the company's wares.
It would be interesting to read this translated into corporate managementese.

1 comment:

Anonymous said...

Hi Kusum,
I completely agree with you. With the increasing apathy towards the customer, the focus of call centres seems to be on thwarting complaints rather than solving them. Customer service... oh what's that ?!!
Cheers..
Pal (Pallavi)