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MY MUSING ON CUSTOMER SERVICE

Sometimes nostalgic recollections of our bygone years of our professional life

may flash across our mind which may kindle some unusual interesting

incidents. One such incident happened during my sojourn as bank manager

long ago. It was one of the very important managers’ conference of that year

of our division when the budget and business strategies and targets were to be

fixed. The conference was presided over by our Chairman and Managing

Director and the regional heads and senior executives, Senior Managers and

Managers were participating in the conference. Being one of the avowed

performing managers and active office- bearer of officers’ association, I used

to express my views freely and boldly. My friends many times advised to be

cautious while expressing my views for the sake of my career progress.

The discussions on the subject of customer service came up and the our CMD

gave his sermons on customer service and displaying a quote of Mahatma

Gandhi on the projection screen which read as follows.

“A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption on our work. He is the purpose of it.

He is not an outsider on our business. He is part of it.

We are not doing him a favour by serving him.

He is doing us a favour by giving us an opportunity to do so.”

He asked the participants for the strategy to be adopted in the sphere

customer service co-relating with the quote. Every one unanimously in unison

agreed jubilantly with the quote except that I did not give full-hearted support

on that.


The CMD asked me, “Mr Radhakrishnan it seems that you have a different view

on this. Could you not explain your views?”

I replied, “Sir, not that I have a different view on the subject of customer

service but I have two different perspectives on the same matter.”

The CMD said, “Well. I would like you to enlighten us on the two different

perspectives. Please explain.

I said, “I agree totally with what Gandhiji said regarding customer service from

my first perspective of business development. But my second perspective is

career progress for which only the couple of first two words “A CUSTOMER”

are to be changed in same quote and the changed quote would be modified as

under.

“THE BOSS is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption on our work. He is the purpose of it.

He is not an outsider on our business. He is part of it.

We are not doing him a favour by serving him.

He is doing us a favour by giving us an opportunity to do so”.

Fortunately for me, a spontaneous hearty laughter with claps greeted me

immediately on my explanation breaking the seriousness of the mood turning

into a merrier disposition.


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