Why Companies cant handle Customer Exit Gracefully??? Isn't it a kind of customer experience also???
I was sold by call center executive of TATA AIG one medical insurance Policy. I was explained certain features and some of my queries were answered to my satisfaction. Hence I decided to go for it and issued cheque. Cheque was collected within 24 hrs by them.
As a part of their business process, to know whether policy was mis sold ,one more call came to explain me the features of policy. At this stage on seeking clarification , I found that one of the features were mis sold to me. Since that feature was critical , I decided not to go for the policy. I told the executive to stop the process and return me my cheque.
Next day again call center executive who first sold me the policy called me , I explained him the issue, he was not sure about the same therefore his senior spoke to me. Tried to explain me but cud not satisfy me. I told him to return my cheque.
There after in next 3 days cpl of executives tried to convince me but failed , to all of them I told to return my cheque. They promised to do so. However fact of the matter is today even after 2 weeks , I am still awaiting my cheque.
They collected in 24 hours and couldn't return for 14 days when I want to withdraw, that too at their fault of mis selling.
I wonder why companies do not handle this situation gracefully? Companies have their refund policy and fixed time for refunds. When they want to sale they are open 24 X 7 but for customer who wants refund and return they have policy , rules & absolute apathy !!!
Here I wud like to mention about zappos.com return policy of NO questions asked. When companies learn and understand that this is also a kind of experience and most powerful way to get back the out going customer.
There r very few companies who are graceful to attend to customer refund and return issues. Out there in the market everyone wants to sale but those who can accept return gracefully is the company awaken to customers' 360* need & Thats the winner!!!.Very very few will pass this test. Everyone want to sale but very very few wants to solve customer problem.