The customer, David Ogilvy warned in 1955, is not a moron, but your wife. Today, the harem is packed with millions and technology has provided a zillion contact points, but do some companies hold on to a moronic mindset?
Free, subject to
The bank emailed me that my credit card was eligible for a “premium” upgrade. All I had to do was go to netbanking and “confirm” the upgrade. I started doing that and then aborted when the annual fee field of my “lifetime free” card automatically filled with an amount.
When I got yet another reminder about the “upgrade”, I emailed them for a confirmation that my credit card would remain “free” even after the upgrade. Sifting through the chaff in the reply I received after a couple of days, I found one sentence relevant to me. The upgrade was “subject to” my signing up for a service. And I was asked to call up “phonebanking”.
I wrote back requesting a specific answer—was the upgrade free or not? Received a longer response restating the “subject to” and yet another helpful link to locate my phonebanking number.
I did not ask for the upgrade. You offered it. And are all your bankers too busy or too shy to call me and tell me about the upgrade condition upfront?
Definitely not a wife, I must be a moron to my bank.
Can't connect, can't help
Day after day, the range was too poor to make or receive a call. So, I called up customer service. “How many bars can you see?” Huh? Oh, that! I just see a triangle with an exclamation mark. “Where do you face this problem?” At home. “Please give me your address.”
“We are upgrading our towers in your area. Your problem will be resolved by (specific date). Please rate my response.” An email followed that reiterated the same assurance.
When you can anticipate a problem, why wait for the customer to complain? Why not email those who are most likely to be affected? Or at least publish an announcement?
A few days later, I receive an SMS and an email. “We tried to contact you three times. You were not reachable. The issue is now closed.”
Doesn’t your inability to reach me validate my persisting problem? Or is it just a good excuse to silence another moron?
The youngster at home advised: “Go to settings and switch from 4G to 3G.” It worked and still does. The resolution the company promised is yet to materialize.
Huddled in an invisible corner of the harem, I imagine an email: “While we are working to upgrade your 4G service, we request you to switch to 3G so that you can continue to enjoy our uninterrupted service. This is how you can do it ….” That dream helps me hold on to the notion that my husband cares for me.
They don't care for wives
Sorry, David! They don’t much care for wives now. Could you please advise them to appoint a custodian to mother all customer communications? Even morons respond to sense and sensitivity. All we need is to find a system to fit a mother into the process.