Thursday, March 11, 2010


If I were to be struck by amnesia the one thing I will still remember is my current residential address. In the past one week itself I have lost track of the number of times I have called Airtel re problems in blackberry mails download. Each time they need me to recite my address for verification. I suspect that Airtel has emptied it's coffers on advertising and promotion - leaving no resources - financial or human to offer intelligent service to consumers who call.

When addressing service companies seem to think that an image is the same as the real thing. Just putting up a call centre and phone lines does not translate into service.

The illusion seems to be that the logo is the brand resulting in millions being poured on advertising and promotion. And that phone lines manned by inadequately trained people with no empowerment is somehow service.

Airtel is not alone . Companies across industries keep Airtel company in offering this kind of dis-service.

There could actually be a biz opportunity in a 'service' that helps customers get more out of their interactions with companies :)

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