Essar Vodafone Customer Care service levels have come down even after the transition from Hutch. I would say Bad to a little More Bad”. The service provides have been putting in their best effort by telling "Happy to Help You" rather than making their customers feel “How good they are to help.
The standard verbiage remains “We will get back to you within 72 hrs”. If they do get back you are Oye Lucky. If no you may need a lot of patience – Reason Interaction Notes on CRM are either not complete or appropriate in many cases. If you make it a point to remind them to enter the appropriate notes, you may find a way to your problem soon.
Recently I called Vodafone customer service in Delhi to reconfirm if my Voice Mail Service has been deactivated or not which was requested and confirmed by Mumbai customer care. I was surprised to find it was still active.
When I requested them to deactivate the same in Delhi, Delhi customer Care told me of their limited access to my account as I was in roaming, they will not be in a position to assist me and I will have to call Mumbai Customer Care, which is a charged call if you are in roaming. However I ensured that the executive puts in all relevant points in his interaction notes to avoid time and money.
I did wonder how a service provider can speak different language and also have a different system that may not synchronise with Mumbai CRM. But many things are possible especially when one is going through recession.
I had no choice but to call Mumbai Customer Care as directed over a charged call.
I was patient enough to hold the line for 25 minutes till the he Supervisor comes on line, promptly apologising for the delay. To avoid any further charges on the call, I asked the executive to check the last interaction notes and he happily said yes I have put in a complaint regarding GPRS. Though surprised, I felt it was wise to put in a request once again and tell him to ensure that the service order is goes through immediately and my voice mail services is deactivated immediately.
The job profile of Vodafone Brand Ambassador (Cute little Pug – Spike) has changed from Network Services to Customer Care. So has the Position been assigned to Spike from his father Figaro who used to look after their network services in Hutch. There could be a possibility if the Job Profile of the Vodafone Pug changes to Quality or collection due to recession soon.
I am sure all the Nodal Officers and Appellate Authorities, Supervisors. Team Leaders and Floor managers, need to brush up their training once again as in many a times information given by them could be more misleading than the executives.
A customer however has limited choice but to wait till MNP (Mobile Number Portability) is implemented if he wants to retain his same identity of No. and wants the flexibility to go to another service provider.
