Mood:
suaveNow Playing: Customers are courtesans in India
Topic: CUSTOMER RELATIONS
Have you ever realised why stress levels are high amongst us Indians? Because arrogance is macho in India. When I went to London for two weeks I never heard a single expletive in public place either in their conversation or while dealing with customers. They simply don't think rude behaviour as a sign of machismo.
Everyday, I am witness to ugly, intemperate exchanges between bus conductors and customers. And I keep asking myself:do the conductors have a right to shout at customers? Only yesterday I was witness to verbal duel between passengers, the bus conductor and a young boy who was late in reaching the door to get down from the bus. By the time the boy reached the doorway to alight at Churchgate station the crowd outside had barged in. After a scuffle and a few punches the boy finally managed to get down. First, I don't understand why bus conductors try to make the bus ride look like a 400 metre steeple chase. If the bus conductor and the driver are in such a hurry to reach their destination to keep to time why can't they start on time.
Also, if the people had been a little accommodating in letting the boy getting down there would have less stress, no bad blood and general cheer around. The conductor could have assured the boy that the bus would leave only after he gets down and he could have said that with a smile. That is the way it should be. But we Indians love to bring people down to their knees, we get sadistic pleasure in making others feel miserable and we love to misuse our position to throw our weight around. This, in spite of our bleating about great Indian culture, our family values, our manners in public places, calling elders with a Ji and all that bunkum. See the way bigger vehicles push around smaller vehicles on the road for no reason than arrogance.
I am struck by Indian insolence and could quote hundreds of examples. If you have not noticed this earlier it will surprise you that even in case of premium products like Rs 10+ lakh car, foreign bank savings account or a BlackBerry, the official who is dealing with customers never knows the edict of customer relation that you are not supposed to shout at your customer, under ANY circumstances. Long ago when I was in school my aunt in the US told me that she, a front desk customer relations personnel, has standing orders not to even sound sarcastic when she is dealing with a customer who is lying. She was working for a small time insurance company. Why can't we Indians learn from the Americans, Japanese and the West Europeans.
The Indian culture which runs in our veins has taught us that arrogant behaviour is fashionable. We never learnt that customers have to be treated with respect, politely and as the raison d' eter of our business. We never learn to say please, thank you or sorry. While the westerners would not only say those words far too often but even earnestly feel for the customer.
Why do you need a Mahatma to tell you that customer is god, and he should be treated as god. I have seen that particular Gandhi's saying put up in many post offices. Is that not as plain as day.
Posted by Anil Nair
at 5:58 PM
Updated: Sunday, 22 July 2007 6:54 PM
