They want us to punch various numbers before their very busy cell center executive talk to us. I fail to understand without knowing what customer wants they want their ATM PIN after account number. & then last 4 digit of card number.
Ask customer layers of authentication only if customer wants to do some secured transactions. Just to speak for common issues , reporting fraudulent transaction on credit card , retorting phishing or bug on their site. Irrespective of what customer wants to talk to its a long and difficult proposition.
They have 4 pages of credit card bill but no place for customer care number or emergency action points in case of loss or fraudulent transactions. Three pages are filled with advertisements which they want to act upon for more usage of card.
Companies these days become too technology and sales driven that they have forgotten very purpose of everything the do - serving customers with ease.
This is the case with most consumer companies. Customers are finding it difficult to deal with them.
Reaching them after sales , resolving problem with ease and with peace of mind has become extremely difficult. Companies that can achieve this is going to be a winner.
India is 134 in ease of doing business in world ranking. We need to rank companies in ease of doing business with. Ease is very critical in offering delightful customer experience.
Name the company ____________ who qualifies for this status :
We are very easy to deal with.