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Though Vodafone Essar might have lost it to Airtel by a whisker this time, the war is still not over...
“Our customer service experiences are not just derived from what our customers want from us today, but also what they may want in future and how we can provide them with that,” explains Harit Nagpal, Chief Marketing Officer, Vodafone Essar Ltd. Certainly a lot of value added services that Vodafone India offers today are derived from this philosophy that it believes in.
“Customer service is a key pillar of our business proposition,” reasons Rajshekhar Metgud, Corporate VP – Customer Service Operations, Vodafone Essar. In fact, the telecom operator believes that maintaining high standards of quality in service and customer care is a continuous process that is in-built in their operations. The company realises that when a customer buys a mobile connection it’s to talk and it’s only in dire distress that they would be looking at calling a customer service executive. So, the first step at Vodafone is to ensure that their subscribers do not feel the need to call them at any time but in case there is still such an opportunity then the help should be available to them quickly and the matter resolved in short time. “We believe a customer’s service experience is complete when we can meet not only his rational expectations but also his emotional expectations,” avers Metgud. And to accomplish this, Vodafone has been instituting regular customer meets across urban and rural markets, where the company executives meet customers to get direct feedback and understand their requirements. Certainly it’s this attitude that has enabled Vodafone to profess that it’s “Happy to help” its customers. What else do you think a company can wish for?
Surbhi Chawla
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Source : IIPM Editorial, 2009
An Initiative of IIPM, Malay Chaudhuri and Arindam chaudhuri (Renowned Management Guru and Economist).
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