I recently got frustrated by the really bad service provided by my ISP… I had been patiently complaining and bearing up with all the lame excuses for too long… and sent them a letter requesting cancellation of my account. I was curtly told that I have to fill up a form that required all sorts of attachments including the original receipt (given to me when the account was started).
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.
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.
If you are in United Kingdom and want to talk to me, you can call me on 01274 792525. I am using the Skype unlimited calls to landline service for this. Your call will reach me if I am online or you can leave me a voicemail with your landline number and I can call you back later.
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