As I pen down this experience, at one part of the city, a team is working to out and out impress their customers. No disrespect for the city, but I am one of those unhappy outsiders from the most populated metropolitan city: Kolkata. In this part of India, I noticed and experienced the lows of customer service and commitment : That's a personal experience !! I would be glad to see myslef proved wrong soon.
Coming back to my experience, I am already a happy customer of one of the best banks in India : HDFC Bank. Though my relationship with this bank started on a sour note, ever after, I always was bowled over by their customer service and commitment. Whether it was about volunteering to dial the customer service line for me when I was hesitant(while on Bank premises), as it is expected to take a long time to connect, or having a Checkbook delivered faster when i find myself with the last leaf on hand.
I just made my latest credit card payment in full. I just wanted to check out a charge of Rs 140 I noticed on the statement. I called the number on a attractive small card I picked from the bank premises (I couldn’t keep my hands off the nicely designed card. In fact, I picked a few for myself). To my surprise, the phone was picked on the very first ring and a lady promptly offered me the credit card division’s number.
One more ring, and I was with a gentleman from the credit card services division. After the preliminary verification, I shared my concern. He explained me promptly(with no delay) that it was because of the following reason; I underpaid my previous bill by Rs 240. As any bank’s formula works, this resulted in a charge of Rs 140. I just hinted that it wasn’t very pleasant. Not a single word more !!
The agent requested me to be on hold while he checks what can be done. Sharp 10 seconds later, he disclosed to my dismay, the charge has been reversed. I was just out of words. Here is an associate, who even in the absence of his supervisor (it happening to be a Sunday), was committed to offer the best to his customer and not excuses. His swift decision making (whether by self judgement or the system assisted…it doesn’t matter) has just wowed a customer in me. Even if it was system assisted, the warmth in the dialogue was not system generated. It was one of the finest.
WOW…what can I say? I expressed my happiness and with an unmentioned resolution to be a customer for lifetime, I put down the receiver. I couldn’t stop. I just looked around; I wanted to share the experience with one and any. I walked to a colleague from other department and shared my experience.
No surprises, recently HDFC Bank was rated the best bank in India. They as well have a diehard fan promoting them at every possible opportunity, in me.
(Note: I probably am one of those customers on whom they earned the least. I pay no annual fee and I always make full payment. Guess how you would be treated if you were one of those revenue generating customers. Just Imagine…)
Now…I truly want such service to be #Celebrated...
SNAPSHOT
