IT cos. are building on the strength to rake in millions and increase their share of the GDP bracket. Brilliant. Hats off to Wipro, TCS and Infosys for their long term strategy building.
Because right now, it's going great guns for all three. Performance is the key isn't it?
If you employ in large numbers, you have to make sure newbies are working...... and working to their FULL POTENTIAL mind you. ICICI is ubiquitous when it comes to placement cells for MBA colleges, suggesting their bigwig status in the corporate arena. Alright so be it. But at least let it surface during client interaction?
Off late, they've pissed me off big time.
I needed a credit card. Soon. It so happened that ICICI was the first to approach me so why not, I asked myself. They're doing quite well neway. My dad applied for a major and attached my application as an add-on candidate. The form was despatched with an ICICI executive in early May. We were told we'd get a call in a week or two.
Two months went by and no intimation had been received. I called up the person who attended to us -- a Mr Jaywant Gawde. He had no recollection of doing business with any Inamdar in the recent past. Somehow I managed to shed some light using futher details which induced an "Oh yes.. I think I remember" from our Jaywant boy. Here's an excerpt of the convo --
July 12th
Jaywant : "Sir, your application is not on record with us. Are you sure you've submitted it?"
Amol : "What? .. Of course I have. You came to colllect it from my place."
J : "Errmm.."
A : "Why don't you check your database?"
J : "Sir, I have misplaced your application right now. Please give us another."
A : "It's not my fault thats happened. I think you better look for it."
(After lots of dilly dallying, I HAD TO give in. I needed a credit card .. remember?)
A : "Alright, so what time will you send your executive tomorrow for the 'new' papers?"
J : "Sir, anytime between 10am to 4pm"
A : ( great time frame to specify eh?) "No.. send him over at 4pm. Dont flex the timing."
And so it was done. I thought.
July 13th
The next day at 4pm (thank my lucky stars) , this lanky ruffled looking chap offers a debile smile and walks off with the documents which by the way, were supposed to be at ICICI .. all processed and ready a month ago.
July 14th
I got a call on my cell in morning from ICICI. I wonder why ...
Richa, the call centre employee explains that the credit card statement which I sent in is invalid as per their requirements. Logically speaking, yes.. it is. Even if its JUST two months that have gone by, a person's assets and liabilities can be offset so as to destabilise their financial hold. So here's another convo then --
R : "Can I send over the executive to pick up the recent statement xerox @ 4pm?"
A : "Yes. I'll have it ready for him."
The conversation ended there. I was a little relieved, not knowing it was a presumptuous and dangerous notion I had put my faith into.
5pm. The xerox is still lying on my dining table. I call up the centre, in effect... Richa.
R: "Yes?" (OK .. am I not supposed to hear the name of the company I have logged onto at least?)
A: "Hello.. yes..my name is Amol Inamdar. I understand you were to have an executive come over @ 4 p.m. to pick up the CC statement xerox for my application stated ..blah blah? He's not here yet. "
R: "Ohhh.. he hasn't come yet?"
Now I really don't know how to reply to that.
A : "Err.. NO."
R : "OK sir, let me check up on that. I will call you in 5min."
A : "Alright."
The wait. A long fucking wait. Precisely 60min. That's my boiling point right there.
A: " Hello?... Miss Richa.. ? Yes, I thought you were going to call me back to update me on your executive's whereabouts?"
R : "Sir, I did not have your number."
HOLY FUCK. That blew it. I swear. Firstly, she calls up on my cell in the morning requesting a statement. Secondly, she tells me she'll call me back and then she says she didn't have the number when I CALL BACK AN HOUR LATER.
A : "What? Are you outta your mind? What kind of employee are you? Are you saying it's my responsibility to pass on my number to you?... "
R : ( oozing sarcasm ) "Ohhh my gawwddd!!"
A : "Oi! I've had enough of this .. pass on the phone to your senior RIGHT NOW."
R: "Oh oh.. sir .. sir.. sorry sir.. I'm sorry. "
A : "Please dont waste my time. I dont want to speak to you. Connect me to your superior."
R : (slight pause) "OK sir.."
I wait a few seconds. I can hear voices in the background, whilst Richa tries to cut out the back talk with her hand. Then .. silence. Then a male voice comes on the line. Ajay as it turned out to be..
Ajay : "Errr..."
(So now I know this is a filler. It's DEFINITELY not a senior member.)
A : "Yes..? Whom am I speaking to?"
Aj : "Err.. Ajay"
(Confirmed. The guy is a moron as well. And pakka not of the expected designation. )
A : "Dont keep me hanging with fillers Mr. Ajay. Pass it on to a superior. I don't want to talk to anyone new. "
And now, an improvement in the situation. The team leader comes on. A patient and accomodating individual. Much better than the previous ones. I narrate to her the past two days' events, including the illustrious convo's I've had with some skilled individuals. She promises to get back to me in 5min concerning the pending application, the executive who never turned up and ALSO the fools who fucked my mind.
Priya Deshpande never called back.
Because right now, it's going great guns for all three. Performance is the key isn't it?
If you employ in large numbers, you have to make sure newbies are working...... and working to their FULL POTENTIAL mind you. ICICI is ubiquitous when it comes to placement cells for MBA colleges, suggesting their bigwig status in the corporate arena. Alright so be it. But at least let it surface during client interaction?
Off late, they've pissed me off big time.
I needed a credit card. Soon. It so happened that ICICI was the first to approach me so why not, I asked myself. They're doing quite well neway. My dad applied for a major and attached my application as an add-on candidate. The form was despatched with an ICICI executive in early May. We were told we'd get a call in a week or two.
Two months went by and no intimation had been received. I called up the person who attended to us -- a Mr Jaywant Gawde. He had no recollection of doing business with any Inamdar in the recent past. Somehow I managed to shed some light using futher details which induced an "Oh yes.. I think I remember" from our Jaywant boy. Here's an excerpt of the convo --
July 12th
Jaywant : "Sir, your application is not on record with us. Are you sure you've submitted it?"
Amol : "What? .. Of course I have. You came to colllect it from my place."
J : "Errmm.."
A : "Why don't you check your database?"
J : "Sir, I have misplaced your application right now. Please give us another."
A : "It's not my fault thats happened. I think you better look for it."
(After lots of dilly dallying, I HAD TO give in. I needed a credit card .. remember?)
A : "Alright, so what time will you send your executive tomorrow for the 'new' papers?"
J : "Sir, anytime between 10am to 4pm"
A : ( great time frame to specify eh?) "No.. send him over at 4pm. Dont flex the timing."
And so it was done. I thought.
July 13th
The next day at 4pm (thank my lucky stars) , this lanky ruffled looking chap offers a debile smile and walks off with the documents which by the way, were supposed to be at ICICI .. all processed and ready a month ago.
July 14th
I got a call on my cell in morning from ICICI. I wonder why ...
Richa, the call centre employee explains that the credit card statement which I sent in is invalid as per their requirements. Logically speaking, yes.. it is. Even if its JUST two months that have gone by, a person's assets and liabilities can be offset so as to destabilise their financial hold. So here's another convo then --
R : "Can I send over the executive to pick up the recent statement xerox @ 4pm?"
A : "Yes. I'll have it ready for him."
The conversation ended there. I was a little relieved, not knowing it was a presumptuous and dangerous notion I had put my faith into.
5pm. The xerox is still lying on my dining table. I call up the centre, in effect... Richa.
R: "Yes?" (OK .. am I not supposed to hear the name of the company I have logged onto at least?)
A: "Hello.. yes..my name is Amol Inamdar. I understand you were to have an executive come over @ 4 p.m. to pick up the CC statement xerox for my application stated ..blah blah? He's not here yet. "
R: "Ohhh.. he hasn't come yet?"
Now I really don't know how to reply to that.
A : "Err.. NO."
R : "OK sir, let me check up on that. I will call you in 5min."
A : "Alright."
The wait. A long fucking wait. Precisely 60min. That's my boiling point right there.
A: " Hello?... Miss Richa.. ? Yes, I thought you were going to call me back to update me on your executive's whereabouts?"
R : "Sir, I did not have your number."
HOLY FUCK. That blew it. I swear. Firstly, she calls up on my cell in the morning requesting a statement. Secondly, she tells me she'll call me back and then she says she didn't have the number when I CALL BACK AN HOUR LATER.
A : "What? Are you outta your mind? What kind of employee are you? Are you saying it's my responsibility to pass on my number to you?... "
R : ( oozing sarcasm ) "Ohhh my gawwddd!!"
A : "Oi! I've had enough of this .. pass on the phone to your senior RIGHT NOW."
R: "Oh oh.. sir .. sir.. sorry sir.. I'm sorry. "
A : "Please dont waste my time. I dont want to speak to you. Connect me to your superior."
R : (slight pause) "OK sir.."
I wait a few seconds. I can hear voices in the background, whilst Richa tries to cut out the back talk with her hand. Then .. silence. Then a male voice comes on the line. Ajay as it turned out to be..
Ajay : "Errr..."
(So now I know this is a filler. It's DEFINITELY not a senior member.)
A : "Yes..? Whom am I speaking to?"
Aj : "Err.. Ajay"
(Confirmed. The guy is a moron as well. And pakka not of the expected designation. )
A : "Dont keep me hanging with fillers Mr. Ajay. Pass it on to a superior. I don't want to talk to anyone new. "
And now, an improvement in the situation. The team leader comes on. A patient and accomodating individual. Much better than the previous ones. I narrate to her the past two days' events, including the illustrious convo's I've had with some skilled individuals. She promises to get back to me in 5min concerning the pending application, the executive who never turned up and ALSO the fools who fucked my mind.
Priya Deshpande never called back.
Customer service. That's what they call it. Is that how you define it ?
Posts
17 comments:
Man this happens time and again with customer service. Call centers are huge in numbers but lack quality.
Even the existing customer faces this problem. You are still to become one.
ouch. sounds like two days of waste and frustration. dump icici, there's got to be others around!
credit cards are evil.
you will be in debt amol.
forever.
run now.
bastards.
All these customer service executives are trained to lie from the skin of their teeth...Arent they ever trained to respect the ppl who are responsible for their jobs- CUSTOMERS.
oh my god!!!!!
that was helluva post.....
such a big one!!!!!
and for customer service, this is somethin extinct these days i think....
i also had a bad experience when i had a new tata cell phone connection(remember....my new number for 2 days)..... I was so pissed off that i cancelled the new number in 2days.....
Holy Fuck of ICICI....WTF...You should have gone down to the office with Imola, Paresh and Surjit and bashed the idiots up
mmmmm
well look at the engineers we are
and look at where and how we get placed
im really not surprised dude
i would actually expect it
maybe u should write to the bank
not to the call centre
so they can cut them off
and also them that theyve lost ur business and uve told all ur friends about this
and ennd with a thank you sir, have a nice day
mmmmm
well look at the engineers we are
and look at where and how we get placed
im really not surprised dude
i would actually expect it
maybe u should write to the bank
not to the call centre
so they can cut them off
and also them that theyve lost ur business and uve told all ur friends about this
and ennd with a thank you sir, have a nice day
Dude, they're all fucks.
ICICI's loan sharks drove a man to suicide (really!). You've come out of it lucky!
Screw Credit Cards I say. Be broke like me.
good good
aacha gaand mara
always fuck their cases like this only!
fucking bastards
BAd wORds escaping my tounge are like runs being scored by ganugly..
i dont have much of these bad experiences, but yes i had few in a single day with iqara..
my net was out for some 15 days, and there was no one attending the complaint.
after 15 days i give them a call, i get assurances that an executive will be reaching by afternoon.
at 4.00 i call up again and say, can u please define afternoon, they again assure me within next 2 hrs, it ought to be done...
after 3 hrs i.e. at 7.00 i call them again, this i ask for long does 2 hrs last, NO APOLOGies from those guys, but instead they offer online support, which they have given all thorugh the day, i say to the guy on phone, u know what dude u dont know anything, ur employement was a mistake, lucky ur boss has still not kicked ur ass out of the office, i dont care a damn about ur fucking online support, ur fucking technicians, u just give me ur local area office no.
i somehow finally got the IQARA no, for local office, and finally at 9.30 in night my problem GoT solved....
welcome to the world of
customer screw service
Dude.....molmann....Ur first tryst with an indian call center aint it.....!!! ...You should ve gone a lil higher up the ladder after that Team leader....in a few days u wudve had some freakshow top notch guy at the bank ....pay you to take the credit card....he probably wudve sent u and family on a free trip to disneyland too.....who knows...u went halfway in screwin em....should ve gone all the way ....big guy!!
now that's what i call deja vu..!
(had the same damn experience for my student's savings account)
it's incredible how ICICI efficiently provides the same customer service to everyone for all their products- now that's called consistency!
~rewa
hmm... dunno wonder how icici manage to go upwards and downwards at the same time... its crazzyy... they r hiring like crazzyyy and the services... are getting worse a by day... i think they got a good infra in place and a bad place in terms of management... too bad.
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