Customer Service at its best...

Customer Service at its best!

Saturday morning 10:45am, I reached my bank (PNB) to collect my renewed Debit Card. Which I had applied couple of weeks back and because of very hectic schedule was not able to collect it, but finally I managed it this weekend.

The lady at the counter gave me a sealed envelope; when I looked at my Debit Card I noticed that my name was missing on the card (not printed). I immediately turned back on the same lady enquiring for this miss-out by the bank.Sir, these cards come from our head office we are not manufacturing it over here, She said!I was shocked to hear such a reply; I gave her back asking, who is more sensible person to help me out on this issue…

She directed me towards one old man, stating that he is the concerned manager. Mr. Manager was on phone and without even listening to me he pointed out a finger towards another table. At that table, was one very interesting lady who was speaking very loudly to every customer in her mixed Punjabi, Hindi & English.I explained the problem that my name does not appear on this Debit Card.Sir, we do not print names on any debit cards, she said. But, as per my knowledge there was an option on the card asking me to fill the name in block letters as I want it on the card to appear, I said.

She gave me the funniest reply ever I could have expected…

Come on sir jee don’t try to teach me, and there are so many things just written on the forms, should we look into each and everything kya, she said… And she directed me back to the first lady again; I realized that I can’t be pushed from one table to another this way as I was in no mood to play office-office…

I finally asked the way to the manager’s cabin, immediately I was directed towards the manger’s room by a peon standing by and seeing this whole drama. Mr. Manager was another piece (one of its own kinds).Yes sir, what I can do for you, he said in a typical South Indian accent. I explained him the problem of no name on the Debit Card.

But, sir why do you want the name on the card, without the name also card is working no!

I use this card extensively to book online movie tickets and over there we need to enter the name printed on the card or else it declines. I said!

Oh! (Looking at his colleague sitting beside him, he said) Why these people (websites guys) ask for name for online booking, I will take this issue up with the head quarters, you don’t worry sir soon they will stop asking you for the names while online ticket booking, he said! (Solution to my problem was one of its own kinds, as I already mentioned it before)

I was like “god”, why only me between such intelligent people?

Without a second thought I just ran out of that place. Otherwise, these guys would have mentally raped me early on a Saturday morning.

One of the prime reason why few small companies never make it big!

One of the prime reason why few small companies never make it big even after they have been existing in the market say for about 15 long years.

Is because (my assumptions),

- They never think big (broad).

- The top management keeps talking about long term relationships but in reality never build a real long term relation (with their own employees).

But why I am saying all this?

May be, I am not cent percent correct, but an incident made me think on these lines.

During, initial days of my career; I worked with a small company for about a period of 2 years. I was paid a small stipend but the company offered us really good incentives. Incentives were only motivating and lifesaving thing in that company.

I still remember on one fine evening, my boss had one-on-one meeting with all the individuals, during which it was communicated that the quarterly targets have been raised-up. I was happy that we would earn more incentives but on the other hand I knew that it is going to be equally difficult as the new targets were sky high.

It was a sheer coincidence that the same night I get a call from a U.K. based company and they wanted some help from us. They had to close a top-level position for their clients based out of India. They reached me through linkedin.com.

I got a chance to single handedly manage my first ever semi-overseas assignment. In just 2 weeks 80% of my quarter target was achieved. And by month-end I managed to close two more positions in different companies and reached my assigned target just in a month’s time. This was going to fetch me a massive incentives ever.

In that same month I got a job-offer from a huge multi-national company and I had to leave. During my full-final settlement I was expecting this incentive along with my last month salary.

I could not believe when they refused to give me my incentives.

It’s a motivational tool and when you aren’t there anymore, no-point giving incentives. They said!

After which, I had many email exchange with the owner of the company but no success, sad part was for an amount which was meager to them; they ended up losing a long term relationship. I know at that time he didn’t realize it because I was just a small time employee in the company.

I personally didn’t want it to become dirty so I stopped asking it thinking that he is in more need of money than I am!

Today, I assume that because of many such small and cheap decisions taken at various levels in organizations, directly or indirectly hinder the growth of an organization (these unnoticed wrong decisions will somehow affect the future effectiveness of an organization).

Such attitudes (approach), just for a small amount of money; employers are ready to forget the contribution of their employees. When your employee is committed and giving his/her 100%, why these, big experienced guy can’t even stand-up to their small promises.

Guys think big!!! Do not lose good relations because of money.

I will try my best that I don’t make such a mistake in my life. Plus, I will try best to continue a good relationship even with this x-employer of mine.

“Losers always promise, winners only commit”

Assi Tussi: Hum Tum

If February is measured to be month for lovers then August is marked as month for friends. Remembering one such dear friend I am writing this today…

We were almost through the first semester and our friendship had reached the stage which was equivalent to ‘fevicol ka majboot jode’.

It was about 6:45 in the morning; I was still sleeping like a bull and my phone rang… “Dus bahane karke legaya dil legaya dil…” popular bollywood number of that year…

‘Tussi’ you are still sleeping? She said.

I said yaa and which ended into a yawn.

Come on! wake up and listen to me, she said.

But ‘Assi’, it’s Sunday! why you want me to wake up so early, I said.

(You all must be wondering what is this ‘Assi & Tussi’ so, madam was very much fascinated by characters of a famous Hindi movie in that year ‘Hum Tum’ she had come up with a Punjabi version of it for both of us ‘Assi Tussi’, I found it very sweet.)

Wake up na ‘Tussi’ and listen to me from Tuesday till next Sunday I am not in the town as my entire family is traveling for a cousins wedding. And, I want to spend whole of Monday with you before I leave, she said. I was still in my half senses, ‘Assi’ but you were supposed to explain me those economics lectures which I missed.

‘Tussi’ you are such a big turn-off, you are bothered about that stupid economics don’t you realize that I wont be here for almost a week, she said. Nothing new guys, most of the time I plunge in such situations where my brain takes over my heart and I end up saying something diffusing.

Sure! Tell me what is the plan? I said.

No plans, I just wanna be with you whole of tomorrow. She said. Next day was very usual one, like any other Monday. Classes and then we worked on a presentation for couple of hours. After the lunch, she also wanted to explain me that stupid economics. Girls! I always wondered how they happen to remember important things.

It was about 4:00 in the evening when she finally started with her economics lecture, but I was not at all interested in it by then. And, she just went on and on and on…

I kept staring at her; she raised her eyebrows and shook her head at my behavior. “Come on concentrate, she said”. I am not looking that good, “but she was and she knew it fully. She wore a maroon top which had a strap. It was not revealing but extremely graceful, and it had settled on her beautifully, highlighting her figure. She carried her usual make-up, little kajal and touch of gloss on her lips. I looked into her eyes. She allowed me to do so and her eyes smirked when I did that. Earlier she would feel shy when I tried to concentrate on her eyes and would laugh and say, what are you doing?

It was more than two hours; she was trying teaching me economics. I asked her to take a break. By then it was dark outside but the moon was gleaming on full volume; once we came out we realized that it had drizzled sometime back. We had an amazing tea at the tea-stall opposite to the college building.

‘Tussi’ let us go to the terrace and spend sometime its is such a lovely evening, she said.

Terrace was out of this world, beautiful smell of wet earth lingered on and brilliant cool breeze was playing with her gorgeous hair. We sat down on a broken bench lying there since ages. Her quietness was speaking a loud that she didn’t wanted to leave me and go next day but she had no option. I moved myself more close to her. I took her hand into mine and looked into her eyes and we both enjoyed the silence as she gently placed her head on my shoulder, I could feel her breath on my neck. She looked so lovely in the moon light, it was a blissful moment. I wish we could sit that way forever.

Suddenly her mobile rang “…every night in my dreams I see you…” I hated this ring tone and we had also fought couple of times over it.

Oh Mom, she said. But, she didn’t take the call. Phone rang again. Come on take the call she must be worried, I said.

Can’t we sit like this for some more time? She asked in an unsettled voice.

I wish we could, for the rest of our lives, but then you have to leave in sometime, I said. She lifted her head slowly from my shoulder and looked into my eyes and said ‘Assi’ will miss ‘tussi’ a lot.

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Today, even I miss you Assi… When you are not around!

Kya paata hum phir mille " kyun ki Zindgi bahut lambi hai aur time bahut kam!"

The name is Khan!

Shah Rukh Khan the king of Bollywood!

If I am not mistaken just couple of months back our former president Mr. Abdul Kalam was stopped for the security check while boarding a flight. This one was an offense because as per the law no one has the right to security check the former presidents (equivalent to a king in real sense); Mr. Kalam could manage to get just day coverage on the new channels and newspapers.

This time Mr. Shah Rukh Khan’s mess with US custom and border personnel absolutely defines how big the King Khan is, he is all over the news channels not only he but all the other Celebes as well, the ones taking in favor or against the incidence.

My mom asked me why is Shah Rukh all over the place from last 4 days (in comparison with Mr. Kalam’s incidence); without taking a second, my brother replies Mom that is ‘the Shah Rukh Khan, the king’ and he is any day more popular.

For a second I thought, yes! That’s true he is more popular and that’s the reason it’s a much bigger hype this time.

It was difficult for any Indian nationalist to believe that US custom were not aware who Shah Rukh Khan is? And it took about two hours at the security check.

He is among the few Indians to have a wax statue at Madam Tussads museum. He is the one who was on cover page of the TIME magazine. He is the one, who has recently made an entry into the list of top 50 most influential people in the world. Irony, but yes he is someone who is more popular than the president himself.

If these Americans were so weak at their general awareness they should have at least googled “Shah Rukh Khan” and found themselves in just 5 minutes; just not who Shah rukh Khan is but how big he is, then wasting so many hours.

One of my colleague very rightly mentioned few days back that these guys are so dumb that if you give them their own country map and ask them to locate their country; they wouldn’t be sure where it is. Loll.

The whole drama happened just because his name is Khan! And he was traveling from South-Asia? Are these the reason which got Shah Rukh into trouble with American authorities? God bless that Indian embassy personnel who vouched for Shah Rukh and finally he was welcomed in America.

Don’t these Custom guys have some kind of online database about the celebrities around the world, at least people who are so influential? Concern in this case was just not security test but identity mess, that to just not Shah Rukh’s but identity of India and entire South-Asia.