Vodafone customer care
I make this trip to a Vodafone store every month to pay my phone bill. I dont have a credit card and hence this unnecessary evil. And its an awesome learning experience.
Anyways so this trip is to any Vodafone store in the vicinity and I stay there for five minutes on average. Its surprising that even in those five minutes I see at least two people shouting on poor and often clueless customer care executives. And this is not an one off incident. It happens every time without fail. Every time someone or the other is shouting about inflated bills, sudden disconnection, charges without consent or 1000 other things.
I wonder for a company that shouts out loud that it is Happy to Help (btw GE Money also prided itself with this Happy to help gimmick), the service levels are pathetic. Customer care executives are often clueless about things that you ask them. Half the times they cant speak English or Hindi. And the other half times they are busy fixing their hair or creases or drinking tea etc. All the money that they pump on advertisement (which in my opinion is top notch) goes for a toss moment customer screams in the store.
My heart goes out to all those customer care executives that face the wrath of these angry customers for no fault of theirs. Can something be done about this rather than wasting money on frivolous things like fliers and other innovative ways of charging a customer? Is the advertising agency and social media agency for Vodafone listening?