Airtel Broadband offers customer servie levels unheard of in the industry. My splitter wire had gone kaput for some reason. I called up the customer care for the non functioning Internet. Within 2 hours, there was a dude at my doorstep. After fixing the fault, he gave me a receipt of the fixed fault, made me talk to a person sitting in the backend to close the complaint who cross checked with me regarding his complaints.
From close conversation, it was clear that the “engineers” are trained IT professionals. This is a drudgery job but someone has to do it. For every “colony”, there is a designated professional who handles about 10-15 complaints on an average. They offer their numbers because once you lodge in a complaint, the call gets “locked” and it is company’s hassle to resolve the issue within 4 hours. They make these claims in the advertisements and it works most of the times under ideal conditions. I was impressed with these people and their handling of the issue in a clean manner.
Airtel Broadband has a long way to go and they are selling their connections majorly on the strength of their Broadband expertise. The jury is out there and I wouldn’t be wrong in claiming that this is one of the best ISP’s in business. I have never faced a downtime; barring this issue but then this was a fault in the splitter wire worn out of use. Excellent.
Here is a message to other companies. Tone up your service levels and customer delight would follow. It only demands an attention to detail, scale up the protocols and review of the services. At end of the day, customer is the king and he deserves it so.
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Anil Ambani is not reading these columns. Had he been doing it, he would not have been seen fighting his real brother for moolah. He is not bothered about the real customers getting decent services.
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