Customer Service and Customer Empathy

 Customer Service and Customer Empathy/Delight

It is quite some time that I have not updated my pass books with the post office, functioning 1 KM away from my residence. I also needed to buy two 'tamil weeklies' - 'thuglak' and 'kumudam', from a nearby petty shop. Completing the above jobs will also ensure that my two wheeler, not operated for more than a week, to get adequately charged! When I was nearing the post office, I realised that I forgot to carry the purse (cash and cards wallet) with me. (I should pay Rs.40 to buy the 'tamil weeklies' mentioned above). I comforted myself that I will withdraw cash from the SB account with the post office, since I carry the pass book. I gave the pass books to the post master requesting for up-dation with an assurance "no hurry, I will pick it up on Monday" (two days after today).  Then I requested for a cash withdrawal slip. The post master asked "how much would you like to take". I said "Rs.500". He replied, "Sir, today is Saturday and the cash is closed at 12  noon". ( I reported there at 12.45 PM). I said "my need is Rs.500 only". He said softly, "Sir, we know you, but you please understand that we have to complete all our weekly works also on Saturday". I thought for a second "why not the post master get the withdrawal slip signed by me, pay me the small amount from his packet and encash the withdrawal slip, day after tomorrow". But the banker in me consoled me "we should not expect such services, as the post master is at risk, since if anything happens to me today or tomorrow (Sunday), the withdrawal slip cannot be encashed, as the mandate given by me lapses automatically".  

With these thoughts, I went to the petty shop. I told him " I have not brought my purse.  But I need magazines 'thuglak' and 'kumudam'". He told me "Sir, thuglak is sold. Please take 'kumudam', Pay me whenever you come this side, no hurry". I thanked him and was about to leave. He said. "Sir, 'thuglak' should be available in the shop in Ganapathy". (about 2 kms from his shop). I smiled and said " I knew the shop, but the shop owner do not know me". Then came the pleasant offer, "Sir, if you don't mind, please take Rs.15 from me and buy it. Pay back the money whenever you pass by this side next". I was delighted as I understood the concept 'Customer Empathy' practically today (we can say delight also), though I had given some lectures on the subject in the training centre to the newly joined probationary officers, a few years back.

The Post master at the Post Office cannot be faulted as he was within his rules to deny me cash withdrawal, since I went after the time fixed for cash transactions. But the retail shop owner showed me the way, how a customer can be taken care of differently and thereby make him his life time customer. (with the small but precious and timely personal gestures offered wholeheartedly!). I do not draw any conclusion nor want anyone reading this piece to conclude that public sector enterprises lack empathy.  No such intentions please. Only thing I want to emphasise here is the difference between two individuals in their approach towards solving customer problems. Naturally, the petty shop owner will etch in my memory for a much longer time, though the other person at the post office is not wrong.

Regards

V.Viswanathan

26th November 2022


Comments

  1. முகுந்தன்November 26, 2022 at 5:58 AM

    Sir, the post office person is an EMPLOYEE...but the petty shop person is the OWNER.... he makes the rules for himself!

    ReplyDelete
    Replies
    1. viswanathanNovember 26, 2022 at 7:35 AM

      I respect your views. But even in organisations, I had seen individuals who resembled the petty shop owner with mild deviations from, but no violation of rules. That is why I said look at both of them as individuals only.

      Delete
  2. Lakshmi KrishnamurthyNovember 27, 2022 at 10:15 PM

    Sir, What an elevating story, told as usual, so well.
    What makes one person so empathetic and the other completely unmoved by a customer's needs is a complex matter. Personally, I feel it may be the result of upbringing and social conditioning. Afterall, the Post Master could have well obliged, since even in the worst case scenario, he could suitably explain the circumstances to his superiors and recover the money.
    Spreading goodwill and happiness is a choice, and your magazine vendor deserves all praise.

    ReplyDelete
    Replies
    1. viswanathanNovember 28, 2022 at 12:27 AM

      Well said. Social conditionining and upbringig play a significant role in a person's attitude and approach. And persons like the magazine vendor probably contribute towards manifild growth of the economy. Tku for your valuable inputs. Regards

      Delete
  3. SRKannanNovember 29, 2022 at 3:31 AM

    While it may seem like comparing apples and oranges as Mukundan implied, the point is an organisation should build a culture where employees identfiy with their organisatonsn as owners.

    ReplyDelete
    Replies
    1. viswanathanNovember 29, 2022 at 5:14 AM

      This comment has been removed by the author.

      Delete
    2. viswanathanNovember 29, 2022 at 5:16 AM

      This comment has been removed by the author.

      Delete
    3. viswanathanNovember 29, 2022 at 5:17 AM

      I agree totally. Persons like the pettyshop owners walk the extra mile of being compassionate and bring loyal customers to the organisation

      Delete

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