I used to be amused at the claims made by several manufacturers that one’s service is better than the other, until a couple incidents that took place with me in the last week made me realize the importance of customer service and the different dimensions to it.
I had a software problem in my 9month old Nokia E71 for which I went to the nearest Nokia priority service centre – the service centre in Noida, Sec 2. The speed at which they delivered service was good. The customer service representatives were good, they even took feedback – all good. But I when I got a call from Nokia to take feedback for the service they delivered I said I was dissatisfied; which confused the hell out of them because I mentioned I liked the speed of service & the courteous service representatives etc. - The problem was the location of the service centre. The service centre was located on the 2nd floor of a completely battered old building. The ground and first floors of the building were severely shattered; the staircases were of the kind we see used by laborers in under construction buildings; and no parapets or handle bars to the stairs. I couldn’t help wonder how women or older people would climb till the service centre.
- Another problem I faced at the service centre was the fact that they repaired the phone and gave it to me but they said I needed to format my memory card before inserting it in. I asked them to do it but they said that they do not do! It’s not a tall task to do but what is the value of service if it isn’t delivered completely!
The thing to learn over here is that are more aspects to a service experience that a company can think off and the more they think about the complete service experience from the customers point of view, step-by-step, the more wholesome experience they will be able to deliver.
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