Service level agreement in India is one very important thing missing amongst the way people provide service in Indian businesses. Everyone is so casual about things that he/she is least bothered about their customer’s time.
Yes. Time. In today’s fast moving world where things change left right and center within minutes – TIME is an important factor. My ongoing stint with the HDFC Bank Ltd. for example is a great example that show how bad a simple thing can get.
The bank by default provides online internet banking services but does not allow you o transfer funds to different accounts. Great thinking to make internet banking secure. We recently requested for a third-party transfer access to the internet banking. Oh wait a minute, did I say recently… sorry it is now nowhere in our recent past. Shall I say we requested this last year in Oct 2009! Yes. That was nearly more than 3 months back! The bank has still not given us the access we requested for. Can anything so simple can take so long? What wrong did we do? Despite having to sign the documents again and again, still no results.
Can people not understand that customer is why they are in business and customer satisfaction should be their utmost priority? I have to follow up on this issue each time. Not once have the people from the bank taken the initiative to do it themselves.
This is not just with HDFC Bank, the trend is prevalent in all kinds of businesses. When will the Govt. act to protect the customers. All the Consumer courts, etc. I am yet to knock on… but is this what others also experience? I am ashamed to be amongst a bunch of pathetic losers.
Wake up India! Embrace the reality. Serve your customer well! Good Service is equal to Good and Happy Customer!
One Comment Add yours
you are lucky- you have been waiting for 3rd party transfer for only 5 months. i am waiting for over an year now- with the same hdfc bank. every time i ask, they ask me to fill the form and it is same again. leave the 3rd party transfers, i am having trouble transfering to my own accounts in the same branch through internet banking.
we all think the customer relations at India’s top most private bank as HDFC claims must be the best, i find their approach pathetic. i have not been able to secure a credit card from HDFC because, they are not sure of my credit worthiness, though I have 5 accounts with them including NRI and NRO accounts. Now a days i find the service at the Nationalized banks much better- at least they honestly tell you what to expect.
Anyway, don’t lose hope keep trying you may succeed one day.