Customer Care Service

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SERV I = Information C= Communication E= Enhance Customer Experience
Pre- Sales, During Sales & Post Sales - Customer Support / Customer Care is an integral part of the Business.
In recent Years - CUSTOMER SERVICE Levels on an average has come down drastically , in some cases we can label it as PATHETIC

While INVESTIGATING the reasons - some peculiar TRENDS were observed.

​Though we BLAME the Customer Care Team - the deterioration in SERVICE is actually DESIGNED by the IT Department.

Let's see the CURRENT TRENDS

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Typical Customer Service Problems - How many TIMES You have faced these scenarios

Customer Service by
​CALL CENTRE

  • 1. If there is a Toll - Free Number - in most cases it is CHARGEBLE - it's NOT FREE, a few exceptional cases are still there.

  • 2. If You could get the line - the Automated IVR will keep you engaged with MENU after MENU. -- if the IVR instruct You to put some ID Number - the moment You punch - either it will say "INVALID" and gets DISCONNECTED Automatically

  • 3. By luck if You can connect to a Customer Service Executive - the moment You try to explain Your Problem, the Call will get DISCONNECTED - and chances are very high You will not get the line connected once more.

  • 4. Once the CALL is DISCONNECTED - NO ONE will CALL You back - except a few BANKs who are really prompted to CALL BACK Customers immediately.
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  • 5. Some Companies have "MISS CALL" Protocol - if you give them a MISS CALL in the morning - they will call you in the late evening or NEXT DAY MORNING 

Customer Service by
​MAIL

1. If You are asking for a SUPPORT from the Customer Care Service Department by mail - chances are high, you will receive a MAIL with "DO NOT REPLY "

2. As far as COMMUNICATION Model is concerned - the SENDER sends a MESSAGE to the RECEIVER, and the RECEIVER replies with an OPEN FEEDBACK

3. In most cases, you will observe that the Customer Service is replying to a mail which may or may not SOLVE Your PROBLEM - but they don't give You a 2nd Chance to CLARIFY Your DOUBT by blocking the MAIL with a " DO NOT REPLY "

4. Then in the NEXT 24 hours a follow-up MAIL will come - "How much You RATE Our Service " on a "0 to 5 " Scale, "0" being Low & "5" being "High" (Net Promoter Score) - without any concern whether the ISSUE was SOLVED

​5. If You try to give "0" or "Very Poor" Rating - the "SUBMIT" Button will get DEACTIVATED - so that You cannot rate them "POOR" 

Customer Service through
​APP​

1. Organizations also try to reach CUSTOMERS through their APP 

2. The APP takes longer TIME to BOOT to the Login Stage

​3. You try to Login - the OTP will not come - You try "resend OTP", still you don't receive - and, if by any means You can connect to Customer Support Executive - they will tell You - "NETWORK Problem", "Your Wi-Fi Problem" or "HANDSET Problem" or "ANDROID version problem".

4. Sometimes You will find the "APP" has completely been "REDESIGNED" - where You keep on searching Your Buttons - when You may be having an "EMERGENCY" to Transfer Some Funds or try to find Your ACCOUNT Number to receive some Funds

5. Now You try to give a FEEDBACK on the APP - and You RATE them "Poor" or " 0 " - the SUBMIT button will get DEACTIVATED
WHO - You think is RESPONSIBLE?
1. Is the Customer Service Department to be Blamed?

2. Is it the IT Department - WHO decided to BLOCK CUSTOMER COMMUNICATION through a WELL-DESIGNED COMPLICATED MENU?

3. Or is it INSTRUCTIONS from the "TOP" - not to entertain too many Customers after the SALES is DONE

4. Or is it a COMBIMATION of Question no: 2 & 3 Both

What is the NET RESULT


1. The MARKETING Department is struggling to Build the " BRAND " to initiate " CUSTOMER AQUISITION "

2. The SALES Department is running under the scorching sun to BRING CUSTOMERS

3. CUSTOMER SERVICE is trying to gather INFORMATION to support You as a Customer (but they do not have access to all the screens - You will observe that You might have paid Your Credit Card dues, but still the Customer Care is calling up for "PAYMENY" - as there is " NO REAL TIME UPDATION " with Customer Care about Your " PAYMENT RECEIVED " Status

4. Is it "IT" Department deliberately creating the PROBLEM and the " BRAND " lose it shine & VALUE and CUSTOMER DECIDE TO LEAVE THE BRAND

5. What " HR " Department should " DO "

6. Or is it the "WHO CARES" attitude - a MISTAKE by DESIGN or "WHO ALL SHOULD CARE"........Take a STAND

For more info email us: augustalent@outlook.com
Call: ​+91 98730-88988