Jul 04, 2015 07:53 PM
24791 Views
- Misbehaviour by CC executive
I registered complain on 3 July 2015 at around 11:30 am. So I called next day on 4 July 2014 on 1860 266 1177 at around 10:00 and explained the situation to him. At first I asked CC executive that as within 24 hours complain should be attended, but instead of that he started arguing that “you are wrong that 24 hours is not applicable in India” so I told that “when I called this number I heard IVR according to which 24 hours is deadline”. Further, I also started explained the situation of mine that due to non-availability of drinking water since last 24 hrs I am facing lot of difficulties.
To this he replied that “If 24 hrs. complete at night than do you mean that person would come in night”. In my more than 12 years of association with Eureka forbes I heard this harsh words. So I asked him to transfer to senior to him now there was second offence and he replied “I am the boss” and it left not option to me nonetheless I have to raise my voice and told him to transfer to Manager.
After argument with him for 10 minutes he agreed me to transfer to his floor manager Mr Gupta. Now again a hurdle came when it was transferred ring went for 2 times and it reached to Voice mail which was not ready accept new messages as it was full. As it was disconnected I again dialled 1860 266 1177 to which some female CC executive picked up the call. I told her to transfer to floor manager Mr Gupta unfortunately again I was put on hold for 10 minutes and it disconnected. Without giving up I again dialled 1860 266 1177 and some male CC executive picked up and explained whole story. He accepted that due to some technical problem calls are not being transferred to floor manager and he gave mobile number of someone who can help me out. I tried that number but it was not in service. After all this hardship I dialled 3988 3333, explained whole story to CC executive and he gave local service centre and was actually working. Local service centre guy was helpful and gave me assurance that service would visit within hour or so.
- Double standards in terms of Terms of Service
When someone call on CC numbers, on both numbers IVR specially says that complain would be resolved within 24 hours but actually it is not. Today I have suffered tomorrow someone. For some period of time you would be playing safe but as a company when you think for longterm in this competitive environment your market share would suffer.
- Understanding the problem of Customer
I urge you that please provide such a training to your CC executive that they are in such a service industry where you have to understand hardship faced by your customer particularly in service of basic necessity like drinking water solutions. Each and everyone should be taught that how to speak sympathetically to customer and not to contend. When someone ask to transfer the call to senior it should be done right away instead of holding someone on line.
