A Service Call?

“Samsung Service, Good Afternoon!” That’s a fair start, I thought.

The caller’s requirement – Location of their smartphone service center at Cochin (given the number of phones being sold these days they would certainly have more than one in the city.)

“I am calling from Cochin. Can you give me the address of your Service Centre here?”

“Certainly, Sir; but can I take a few details in order to help you?”

“Sure, go ahead” said I.

These are the questions he asked:

“May I know your name, please?” (Valid question .., Answered.)

“What is your contact number?” (Was answered too)

“What is your alternate number?”

“Hello! Why would you need that? Sorry! Can’t tell you that.”

“What is your email ID?”

By now I was really worked up – puffs of smoke emanated from my nostrils each time I exhaled.

“Why do you need an email ID to tell me the location of your service center?”

This guy had the cheek to say – “We want to send you details regarding our products and offers.”

“Excuse me! I did not call you for offers. Are you going to give me the address or shall I cut the call?”

The man is not fazed, nor is he apologetic; he just carries on …

“What phone are you using?

I replied “Samsung Galaxy Note – the first model, not the new one”. That was sufficient, or so I thought.

“What is the model number?” (I obliged)

“When did you buy it?” I really lost it – was just a blink away from having a blue fit.

“Are you going to give me the details or not?” This question was delivered with a lot of self-restraint.

“Sir, what is your Pin Code?”

I told him because that would help him identify the location nearest to me. After a few seconds:

“Sir, you can go to Muvattupuzha … please take down the address and phone number!”

I exploded, could not stay composed after that.

“Muvattupuzha is 50 kilometres away, my friend!!”

I had added a few kilometers to give a round number but it was a different city, a suburban town actually. I was located in the heart of Cochin and there were at least 2 – 3 Service Points in this city.

“I thought you had confirmed my location with the Pin Code; why are you asking me to travel to another city? I am sure you have centers here.”

“Sir, can I place you on hold while I get the details?” grudgingly I agreed.

I waited for a minute and a half listening to some terrible tune and then cut the call.

The Service Center had my phone number and email ID but they did not call back to apologise and provide details did and I got no email with the necessary information.

–          Isn’t this a lesson for people involved in Service?

–          Can you permit the Service Staff to get away with such behavior?

–          Should you be training your Service Staff to do this?

–          I am aware that gathering information is important, but how much?

Is it necessary to complete the drill when a customer is in desperate need of support? What was the Agent thinking about when he behaved this way? I thought to myself wouldn’t he get worked up if he walked into a hospital with an emergency and the doctor started asking a lot of questions instead of starting the treatment?  Would he understand and accept that these formalities need to be completed before anything can be done?

Shouldn’t the Agent have done some thinking on the feet and changed the script and behavior? He did nothing to empathise with my concern – just went on like an automaton.

And here is the funny bit in this story – the phone isn’t mine. I had taken up this task to help a friend. He laughed when I narrated the incident and quipped “Well, you got an article for your blog!” He knew me too well. Later we got the address of Service Point by approaching one of the retailers who sold phones.

Opportunity knocks just once they say …. I say, that the Customer calls just once!