Monday, May 15, 2006

All that Glitters . . . Escape from Tata Indicom - Part 2

After all the struggle, the connection finally seems to have become alright at our customer's. He seems to have received calls in double digits from Tata Indicom on Monday morning (from different executives but) before someone ventured in to solve the issue.

Strangely enough, there wasnt any written commnication from Tata, responding to the strongly worded mails from our consumer. And the consumer himself had to make a few calls in the morning before the soldiers from Tata Indicom realised the problem.
It is disappointing that a premier business house of the country, which has been pioneering stuff for years, has not bothered to be moved till the consumer went all out for the services that he rightfully deserved! And it certainly is baffling that in this era when "Customer Service" is a basic tool, well established organisations that are supposed to be all ears to sense what the customer feels, have ignored him totally, merely minutes after the sale had been effected!
It definitely gets irritating when one has to brief scores of executives of the same problem over and over again! Where has organisational structure gone? Could someone imagine 20+ sales people visiting a corporate customer for a sale and convince the Purchase Manager of the quality of their company?
This tale sadly proves that all that is a "Brand" may not "Solid" - they may merely be "Myths"! Tata would definitely have to get back to its basics. Or, it would have to face such posts as these growing in numbers and echoing loudly in the market.

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