Seamless?

When an Idea customer dials 12345 from their phone, an exceptionally chirpy female voice tells them that they can “now stay connected while in roaming with Idea seamless coverage”. Of course you can. Ok, no sarcasm.

Problem began when I noticed that whenever I come to Bombay, I am unable to send text messages. In technical parlance, outgoing SMS is not working. Different days that I have come here. Different handsets. Different places in Bombay. No sir, can’t go. And lately, my GPRS connection also refuses to work when in Bombay.

How to solve it then? Call someone for help. Who else but Idea helpline? So I do. I dial 12345. I am greeted with the exceptionally chirpy female voice mentioned above, telling me about the alleged “seamless connectivity”, and then some human being talks to me. The moment I tell them my number and that I am coming from Pune, they respond as if I am a stepchild. How can Mumbai executives be expected to listen to Pune customers? Everytime I call, I am told that I need to call the Pune helpline at 9822012345. Other than that they cannot help me in any way, because procedures do not allow them to help me. These people hung up on me mid-sentence twice. Some customer “service”.

9822012345 is another story. The moment I dial it, select the language, tell the system that I am an Idea Maharashtra customer AND dial my phone number (in this day and age of CLI machines at homes!), I am presented a menu that is definitely a prepaid customer’s menu. Why would a postpaid customer be bothered with recharge options? The menu comprises of 4 options only, like PUK, value-added services, recharge options etc. but never did I hear a “to talk to a customer care executive…”. Once by fluke I got to talk to a human being on this number, and all he could help me with was “Sir please try again after some time, it will definitely go. If not, then try a different handset, it will definitely go.”, 5 times when I told him I did not think it would work. The second time I got to talk to someone, again by the rare coming together of five of the eight planets in one line, he politely tells me that he is a prepaid customer care executive and that I need to dial 9822012345 to reach a postpaid customer care executive! If you were not paying attention so far, that was the number where I reached this gentleman in the first place. He could not help me because he was a prepaid Pune executive, while I was a postpaid Pune customer. Wow!

Idea keeps telling us about “seamless connectivity”, while there are silos in their customer service setup. One area’s executive cannot help a customer from another area. One department’s executive cannot help a customer subscribing to another department. Let alone help me, they cannot transfer my line to the concerned persons!

Wonder when companies would really honour their marketing claims, and when customer care people would really care about customer’s problems and concerns.

Special treatments

Last Friday I was flying from Delhi to Bombay on an IndiGo flight. Knowing that it is a low-cost carrier, I was not expecting anything apart from getting me from point A to B.

So it did come across as a surprise when one of the stewardesses selling the eatables addressed me by name (though I was not sitting on the seat my boarding pass mentioned), and offered me one food and one drink item free of cost, because I was a corporate customer. At a maximum cost of one fifty rupees they left a good impression on me.

But then I flew IndiGo again twice earlier this week. Again for official reasons. But this time I did not get such a ‘surprise’ (which it would hardly have been, come to think of it).

Later I find out from a colleague that there is a line mentioning this perk on these low cost airline tickets for corporate customers. And that you can ask the stewardesses for your free items.

The pleasant experience lost its pleasantness during the later journeys.

Sure I could ask them for it. But I don’t see how corporate fliers would say “I should get a freebie” when stewardesses are asking them if they would like to buy something, especially when the value of the freebie is not more than two hundred rupees.

It’s not the money I save in not having to buy something to eat. It’s nothing compared to the money we spend on the travel. It’s the gesture that says that the airline cares for me and remembers me.

Does not take too much effort, is not too costly. The keyword here is, consistency. If they cared enough to check their roster of passengers in every flight and make sure they did such things every time they flew, the experience will be pleasurable every time.

Naukri.com and my post

Naukri.com sent out a mailer advertising its resume services today with the following content:

Studies reveal that 42% people look for a new job because of their boss. Besides a new boss, a new job brings new opportunities, challenges and scope for proving your capabilities.

With Resume Services from naukri we help jobs find you.

Almost serendipitous, is it given this last post on Naukri.com and the solution to the “bad boss” issue positioning?

Good to see that they are focussed on that one idea that has worked to gain mind share for them. But my rhetoric still remains. What are your views?