So the world’s talking about Indian startups and companies. About time too, since we have a few in the top 10 unicorns, and we are the call center of the world. India’s name is definitely on the map.
We’ve tough contenders for Amazon, Paypal, Uber and several other modern-day firms. But when it comes to customer service, Indians seemed to have skipped a page in copying their foreign counterparts.
For instance, Flipkart & Amazon. I’ve been using both for a while. And to be honest, I supported Flipkart a lot stronger than Amazon initially. ‘Apna company’ and all that. But eventually, I got tired of waiting for the company to get their act together and entirely went off the site. There were a few strong reasons, and all of them were related to customer service.
I ordered a TV… and after several days of hemming and hawwing, Flipkart said they cannot deliver the TV. True, this is a vendor issue.. but if Ebay and Amazon can do it, why not Flipkart. I’ve had mostly bad experiences with Snapdeal.
Amazon on the other hand, had a great customer care service who respond to you prompty and ensure that the problem is SOLVED.
Next, Airtel vs Vodafone. Airtel has the worst possible customer service – ever. In any field. Their representatives are rude, nasty and honestly, don’t know what’s happening in the cubicle, let alone the company. I’ve had wrong billings, active connections long after the cancelation requests were placed, arrogant retention service reps telling me to go to Vodafone & refusing to give a decent postpaid plan. The arrogance of the company is horrifying! You’d think they were doing you a favour.
Uber vs Ola: Tried talking to Ola customer care? Or hell! Even a cab driver? The process of reporting is convoluted. The cab driver once charged me extra for toll charges, and when I received the bill (a whopping 650 bucks for 6 kms or so), it included the toll charges. The CC asked me send a mail, with copies of the toll paid and several other details. It was so tedious that I never followed up. Uber drivers on the other hand are some of the most well behaved.
Why do we lack customer service? We are supposed to be among the most hospitable cultures in the world. Then again, we also have a ‘make do’ attitude to do with that hospitality.
One company that I do appreciate is UrbanClap. They’ve got a brilliant customer care team who are tracking queries and more importantly, follow up with you after a few days to ensure that you aren’t facing any issues. More importantly, the person who calls you introduces themselves by name. Each email has a name and a number. Such a level of initiative is unprecedented, particularly in startups! I hope they continue!
Most recently, I’ve had the unfortunate experience to deal with Infibeam. I ordered some toners from Canon (after a loooong search!) and surprisingly, Canon outsourced this openly to Infibeam. The mail I received was cc’d to a rep of Infibeam. Its been more than 20 days and there’s been no sign of the toners, nor any incoming updates from Infibeam. When I reached out, the standard reply has been “give us 48 hours to look into this.”
I wonder why a full fledged company should have so many issues in communicating, when a small manufacturer in Ebay or Alibaba respond to you quicker.
If we truly want to be an international player, we need to up the game – not just in other countries, in India as well. The Indian sentiment will only go so far!