May 04, 2006 10:21 AM
2151 Views
(Updated May 04, 2006 10:21 AM)
It is unfortunate that a bank that touts itself as India' second largest bank with assets of over $40 Bn last year and spends crores in ad spend garnering the biggest stars like a Bachan or a Khan to peddle its products does not have an proper budget for training its call center employees on basic customer service issues. That picture of a lady with the headset smiling at you is an insult to any culture of good, (mind you - just good, not excellent or superlative) customer service
I have several issues with ICICI Bank, specifically the call center but the most frustrating of those would be:
Lack of understanding of requirement - Please understand my requirement and tailor your response accordingly; please do not tell me what you think my requirement is and hence your response or what you are able to do.
Parrot responses - Please do not mouth off a script. If you find that a particular customer query is not in the FAQ provided to you, please place us on hold and get your supervisor on the shift to assist you. It is very bad manners to keep repeating the same response as if the customer on the other end of the phone line is an idiot or is hard of hearing...
Honesty - If you do not know the answer to a query, tell us that upfront and direct us appropriately... As a new breed of Indian customers, we will understand and appreciate it if you are honest about the issue, rather than making us listen to five-seven minutes of regurgitative music and then tell us that you are helpless.
Diction - Please speak slowly and clearly. Do not mumble into the phone. It is really irritating to have to ask you to speak up.
My personal experience is that 7 times out of 10, I have never had my query resolved and I have had to physically go to the bank branches to get my work done. Once you go to the branch, there is a 50:50 chance of not getting your work done on time and to your satisfaction.
I hold an account with this bank for over 5 years now as our company salary accounts are with this bank... Time and distance constraints make me interact with the call center more often that I would like to.
