Recently I found a smart, modern bank demonstrate prompt customer service totally lacking in imagination and they lost good business because of that. Here is what happened and what they could have done:
I recently attended an interesting seminar hosted by Nasscom on employee attrition management. The main message of the speakers, Shelley and Arindam was on highlighting the cost of attrition. They also brought focus on watching early symptoms of discomfort in the key employees.
Yesterday I landed up in Peshawari, a restaurant in the ITC Sonar Bangla, a 5 star restaurant in Calcutta, with wife and kids for dinner. This restaurant is built upon the theme of a dining place in old Peshawar (now in Pakistan) and has interiors matching that place. While the food and the ambience was good enough, what really irked me was the insistence of the staff that we eat with hands without using forks or spoons because that’s how food is eaten in good old Peshawar.
Here’s an interesting (but true) story:
Last Sunday I suddenly realized that I need a new photo for my visa and wanted to call my favorite photo studio to check if they are open. But I did not have their phone number ready. So I googled for their name but no luck. They did not have any web presence. The owner must have thought that he does not need to be on the Internet because he is just serving a small neighborhood.
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