What does Customer Care mean ? that too 24X7 : where customers can call anytime and get their issues resolved.
Well, i just called ICICI bank’s so called 24X7 customer care regarding a query about my online account. After pressing hell lot of buttons and spending good 5 minutes, i got an option to talk to their executive but to find “Due to exceptionally high number of calls, we wont be able to take your call right now, please try after some time”…
Bullshit !
They don’t even ask you to be in queue. Simply “Please try after some time”. “Please” is most mis-used word i think. See the status of ICICI bank and then response from customer care.
Even a common man can tell that if they experience high volume of calls in the evening, they should hire more people, expand their infrastructure. But NO. Who cares ! When people have no other option, let them go through all this.
There should be some govt body (as there is TRAI for telecom) monitoring all this and locking the banks which are not satisfying the SLAs set.
June 6, 2008 at 9:09 am
ya ideally they should put you in a queue, and never disconnect you, and attend the queue on FIFO.
July 27, 2008 at 8:44 am
I noticed your blog today! Never knew I was sharing apartment with one of the great philosophers of our time 🙂
I though of writing a word about IVR system that most 24×7 companies use, I happen to work on development of one of such systems.
Here is insider information – act dumb! Keep on pressing ‘0’ or some key that the voice response system did not even mention. Systems are usually configured on ‘Number of tries’, once you keep on feeding something wrong 3-4 times, computer will give up! And will think it is best to get this ‘dumb’ guy to a human! Works for me at many places!!
p.s. though it defeats the purpose of IVR 😉
August 6, 2008 at 7:46 am
hehe 😛
Really man…otherwise their motto is to handle everything in 1,2,3 but don’t let it go to the executives sitting there. Reason they are so less in number reason ? cost cutting…
Cant think enough where these companies is trying to go ?
BTW ICICI bank’s staff & customer care sucks really…i have seen so many times.