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Irony of Customer Service

Bad customer service from a country that handles the world’s customer service issues?

My recent trip involved a project trying to sign up for broadband access. I called the local provider and was promised that the connection would be setup within 24 hours as my area was wired for access. 24 hours later I call back and am told that someone will be at my location within an hour. After multiple such false promises, I stop by the provider’s office in person and am told that I have to wait at least 2 weeks before anything can happen. After a heated conversation I walked out stumped that they felt that false promises was just another day in business.

This entire episode took place in India where each call center prides itself on the high level of customer satisfaction. You may be able to train people to speak in American English or how to handle a customer service call, but trying to instill customer service in the culture is a whole other ball game.