The Customer Service Pitfall

I have always had this grouse that most companies and individuals in companies stumble and have a great fall when it comes to customer service. I also believe that most companies, specially the ones with multiple national lineage have the processes and intent in place but goof-up happens at the frontline level where either the executive is either incapable of having a perspective or is limited by the company’s policies of not empowering them to take on the spot decisions.

I am very happy to have encountered an extremely pleasant and satisfying experience the other day and I have hopes that the some of the organisations are stepping up their game.

I had done my weekly shopping at the Hypercity outlet in Noida, a suburb of Delhi. On returning home, I realised that the cashier had kept aside one of the items at the time of billing and had forgotten to put it my shopping bag. After speaking to customer service, I was given a complaint reference number and asked to visit the store and contact the store’s customer service for complaint redressal.

I had some extensive international travel right after this incidence and so was unable to visit the store. It was only after approximately two and a half months that I could actually visit the store to replies some groceries that were running low. I went up-to the Customer Service desk and gave them the reference number and the invoice of my previous purchase and complain. I was informed that the ownership of the store had changed, and that the database of the existing store was merged with that of the new owners and the executive therefore had no access to the referenced complaint.

This is when the story takes a turn for the better. The CSE very politely said and I quote: “sir, I am sure your complaint is genuine, and I apologise for the inconvenience you have been put to. I cant not resolve this problem of yours but I will give you a merchandise worth the value of the missing item against your current purchase. Please complete your check out and collect the merchandise from me”.

The entire episode took less than two minutes to resolve. The customer (me) was happy; the store brand got a few positive ticks and the CSE did his job. What was the level of difficulty – very low. Why is then that the larger lot of service providers are unable to retrieve the situation and create positive moments of truths for their brand and company? Why is it that these companies do not empower the front lines, the people interacting with real consumers, to take decisions that cost little but give huge returns in terms of customer goodwill, positive WOM and may be also some brand loyalty?

My only regret in this incident was that I forgot to ask the gentleman’s name. Next time for sure.