Yesterday we went to Airtel office to clarify some discrepancies in my mobile bill. We spent more than an hour with a Front-desk executive convincing, flaring up, requesting and giving way to all emotions. The executive, who is a lady, was fully convinced that the discrepancy in my bill was clearly due to a flaw in their billing system. But she is taught (and paid) not to admit the same. She called up some top officers, but got a cold reply from them asking her not to agree to what the customer says. Poor lady. What will she do? She is in the midst of the customer and top heads. I felt sorry for her. The decision makers of the company spent their time in fully Air-conditioned offices and here are these poor graduates who are defending those decisions in front of the customer. Quite sad.
What is the solution? First of all, they should prove to their Management that they are a valuable resource to them by being very efficient in the work and make it clear to them that they will not handle such cases beyond a point.
I don't know whether this helps. Perhaps the Management might fire these poor fellows. There are hundreds of candidates waiting outside. But what if all of them become assertive?
