Every now and then we come across a situation where we are bound to bear the mismanagement of telecom companies. Regardless of numerous calls and emails exchanged with the customer care our grievances go unheard. It is not because the customer care does not work as they are supposed to. They perform their tasks pretty well. How can they afford to work negligently, their work is always monitored and their performance, salary depends upon in. Here we will discuss where the problem exists and what is the way to get your work done without wasting much of your time.
I was using a broadband connection of a leading telecom provider. I was satisfied with the services but had to disconnect as I was moving in to an area where this particular service was not feasible. After a month of explanations I gave to company people calling to retain me, they finally managed to send me a confirmation of the cancellation. This was way back in June 2010. As is the policy with most of the providers, it takes around 30-60 days, for any pending payment to be sent back. I waited patiently and was in communication with the customer care via email. To my amazement, I was still waiting for my check in October 2010. Not to be ignored, all my emails now went unanswered.
I finally decided to do what I usually don’t. I posted a complaint online on some of the popular consumer complaint sites. If you are wondering why I did not post earlier, is because I belong to the customer service industry and understand very well the pain a negative review causes. Now to my amazements I started getting calls from the company requesting me to collect the check from their head office. And finally I managed to get my money back.
Another instance, coincidently during the last month, was when I was facing a network problem with my cell phone service provider. I wrote to them but did not get a response for over a month. Then I faced the same problem again, and I straightaway wrote some negative reviews online. I was surprised once again getting an email from them within 2 days.
So what does all this convey? Should we just get on the net and write bad things about the company and get our work done? I guess this is a great power one can use to get even with the company. The companies should try and understand what went wrong. Why did the customer had to choose this way in the first place? In a country of a billion, one review can shatter the reputation of a company. I believe some serious work needs to be done in departments handling the customers. The need is to ensure that each customer who is calling for the second time for the same issue is tackled by careful and responsible people. A customer is not pissed off by the actual service offered by the company as much as he is sent into the pits of frustration by the poor customer service.
