Archive for the ‘Office’ Category

Delighting Customers by Extending High-Levels of Service Quality


06 Mar

A customer of large Telecom firm was having trouble with her newly acquired 3G connection. Even though she wasn’t too far from the central business district and posh residential areas she experienced poor network connectivity while in 3G mode. Have spent a couple of weeks trying to determine if the network would improve, she finally lost her patience and called customer care. The complaint was taken up and she was given a reference number with a promised resolution time. For a week she didn’t receive an update but after a week she got a call from the network team who arranged a visit of a technician to her house. A thorough investigation was done and adjustments made to the mobile tower in her area which had immediate results. Not only this, the provider waved off the monthly charges on her request without any hesitation. The issue resolution brought satisfaction to the customer and the charges waved off brought her delight.

A young entrepreneur had just purchased his favorite sound system from an online retailer and was excited as the delivery schedule was set at 2 days. This was his first online purchase and he was looking forward to receiving his new gizmo. Unfortunately, the supplier had an issue with the shipping company, who failed to pick up the shipment on time. They promptly called up the customer and advised him about the delay of 1 day. Not only that, they also offered him a $100 rebate on his next purchase – no questions asked. All this despite the fact that it was the fault of the shipping company chosen by the customer during checkout. The delighted young customer received the product a day later but ended up in the greatest of spirits about his online shopping experience. He went on to purchase several more products from the same supplier in future.

We see a common point in both examples above. The empowered and motivated staff went the extra mile as they were determined to make their customers happy by extending good service. A service which is intangible and perishable. Such positive effects of good service can be remembered for long and the resultant word-of-mouth effect can bring in many more customers.

How to trick your boss into believing you are sick!


23 Feb

Ever had a day when you just don’t feel like going to work? I am sure we all have had such day(s). The “s” added to “day” is directly correlated to the amount of motivation you have to go to work. Ah! Management jargon. How much do those MBA buggers from fancy institutes pay to get an education and then get paid ten times that amount? That was a rhetorical question, by the way. Monday especially can be a challenging day. Tuesdays, as you all know, can be terrible for work. You can sometimes blame Monday on Sunday, and at times Wednesday does offer some mid-week relief. Tuesday is when all the stuff you didn’t do on Monday comes back and kicks you in the nuts. Ouch. Obviously, the first need would be to ascertain your level of motivation to go to work, because the subject should only be attempted if certain criteria are fulfilled. All this while, if you struggle to deliver value to your clients and exceed your office KRA’s and therefore need to call in sick, please refer to the Table below:

Condition

Suggested Action

 You get up and feel worse than Chetan Sharma after having been hit for a Six on the last ball by Javed Miandad in Sharjah. Sigh! Still hurts. 

Use this post to identify a suitable excuse to skip work

 You wake up and feel like a child in a topless Bar 

Somehow drag yourself to office. You still stand a chance to make things work.

 You wake up and feel like Anil Kapoor just about to win an Oscar for his “special edition” role in “Mission Impossible 4” 

Don’t fret and just get your ass to office

 You wake up and look at some list of CEO’s and don’t find your bloody name on it. 

Try to play a sport which seems like the illegitimate love child of French cricket and badminton to get over the depression.

 You wake up and feel like a Goat which has been sexually molested by lesser humans. 

Attempt self-immolation

Once you have ascertained that you need to skip work for reasons best known to your:

(a) Girlfriend / Boyfriend
(b) Wife / Hubby
(c) Other friends
(d) A & C
(e) B & C or
(f) All of the above

Under extremely rare circumstances, there could be an option A & B which is even more rare than India defeating the Eastern Lions Soccer Club Melbourne. Therefore it has been omitted.

Anyway, for you folks I can suggest a good and easy way to trick your boss into believing that you are dying of a tropical disease that you picked up on your visit to Zaire in Africa and the subsequent close interaction with tribal women. Or something like that. Now you can move to the next bit. This is where it gets real tricky so please read every line closely.

Dealing with those snobbish, pompous, chauvinistic, income-tax-evading, anti-social, capitalist, monarchist bosses could be as tough as throwing Marbles accurately at the power switch of your brand new Home Theater System from a distance of 30 meters.

Let’s explore some techniques which you could consider using:

The Telephone Technique

Warning! This technique comes with the added disadvantage of having to face the Bull by the Horns over the Phone. Firstly, you need to ensure that you sound sick enough to fool your boss into thinking that you are sounding sick enough to be unable to come to work. Deliberately coughing while talking can make you sound stupid enough for the issue being taken as a landmark case study in the field of “How to sound stupid in front of your boss”. Beware. Some bosses would give you the, “If-u-can-make-a-call-you-can-make-it-to-work” excuse. If you ever face this situation, do not hesitate to use this technique. The key in this technique is to sound like someone with a bad throat infection simultaneously sneezing, coughing, belching and then suffocating to death while sitting in an ancient auto-rickshaw. Which suddenly explodes. For added pleasure…err…sorry…impact, you can also pretend to expectorate which is sure to bring the conversation to a premature end. Matter close.

The “Family Ball” Technique

<disclaimer starts> This technique hasn’t been tried and tested yet so please undertake such a technique at your own risk </disclaimer over>.

This technique needs to be followed with a great degree of caution. If done incorrectly, it can lead to severe family problems. Firstly you would need to locate a Cork ball. Having done that, find someone who can bowl faster than Venkatesh Prasad and get him (or her) to bowl at you at feverish pace from a distance of just 11 yards. Now, ensure you get in the way of the ball and it hits you in the crotch. This should ideally induce shooting pain and render you almost incapable of speaking or doing anything much for the next 15 minutes. During this time, locate a phone and quickly call your boss (I know. I told you this is tough) The agonising pain and discomfort will make you sound extremely sick and miserable. Bam! Job done! Now find a quiet spot to recuperate from the blow to your dignity.

The ES EM ES Technique

This technique, although preferable isn’t recommended. Preferable, because it gives you freedom from speaking with the boss, on the phone. You can just send a message to your boss giving an excuse of being sick. Therefore, you needn’t worry about how miserable you sound. The key is to ensure the “text message” (called SMS in India, despite SMS being the actual ‘Short Messaging Service’ through which messages are delivered), creates an image of discomfort on your part in the mind of your boss. However, if your boss is smart, he is likely to say “Abe Saale Paandu!” using a word I chose to cleverly mask using a rhyming alternative. This method could lead to disastrous ‘end-of-the-world’ consequences as your Boss could transmogrify into a foul-mouthed, lewd & licentious madman, on your return.

The Cheap Shot Technique

This method is downright cheap and smacks of poor moral values and outright indecency. And that’s why it’s so popular. This is when you ask your mother/father/wife/sister/niece/nephew/uncle/aunty or any such person to call up your boss and say that you wouldn’t be able to come in to work. This comes with its own risk. If caught by your boss, you may be forced to start a new life as a Garbage Bin Archivist in some faraway place without a proper office (Antarctica?) under an assumed name (Warnakulasuriya Patabendige Ushantha Joseph Chaminda Vaas?)

In terms of execution, the “The Family Ball Technique” is rated 5-Stars (self-root-canal procedure using a pencil) whereas the “The Cheap Shot Technique” is rated 1-Star (Bishop Cottons Girls Primary School). Obviously, 5 being the highest and 1 being the lowest on a difficulty scale. Once you try and succeed at your chosen method, ensure you have a hearty laugh, but only in private.

Tip: Upon your return to work, try to look like your face has been designed in MS Paint by a one-eyed man who also happens to be colour-blind. Blindfolded. It works!

Domain – Decorus

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