My first Client encounter:Learning Series 1

While sitting on the edge of the red stone covered with engraves of historical marks at Jantar Mantar was making me think of the famous history we Indians have.Well History have been always a hard thing to remember so i tried to link the Jantar Mantar with an ancient Maze built by some Maharajah's of some dynasty.I was proved wrong by my friend as well as the scripting on the information outlet which signifies the importance of Jantar Mantar with an astronomical observatory.As we Indians are always rich in defining methods and ways in any domain ,be it astronomical,technological or any other.

Well discussing about Jantar Mantar and its yantra,i felt the importance of foreigners in our country and there influence.I thought of there action plan,there project plan and the way of doing things.Well then i proved myself by writing down this blog about the experience with my first client while at work,as including things like strategic practices ,project  initiative and the ways to do a work.Before that i have interacted with people from US and Canada but meeting a person from France was a definitely  new.

There was a sense of excitement that flowed across me to meet a person of such excellence but more importantly my move was to understand there way of doing work.Flowing with Indian mentality ,there was a sense of fear and inferiority flowing across my veins.Understanding there work culture has always been a new thing for me and at such a tender age meeting and interacting with such energetic workforce was never thought of. So calling it fear was no wrong and then i decided to wash off my fear by reading about the background and work culture before meeting them.

So before meeting and interacting with any client ,one should have the region ,culture and history knowledge of the place the client belong to.

There might be question in your mind about why do we need to know there historic information of the Client place?Interestingly it could better make you aware of the important facts and conversation with client on historical moves would be as easy as information gathering.Client communication is a very tough battle to be won ,as it requires correct synchronization with the client .

While providing service ,we always try to understand there work culture ,but sometime we give importance to there food ,history and culture(if applicable).

Walking down the board room i met my client,and that encounter gave me some confidence to further interact and place the things on table.

To be continued in 2nd Learning 

Citibank-Citi Never Sleeps but Executive!

Well the title of this blog is quite straight and provides the brand Tag Line for one of the largest bank i.e. CITIBANK.Interestingly the customer service department is quite in a bad shape these days as they are sleeping and well there sleeps are bringing down there services.Its time to wake up these executives and make them aware that at least value your customers.When i was in college i had Citibank in mind as one of the world largest bank and Vikram pandit as one of the NRI heading the bank,so a feeling of proud came.

When i joined my first company and was introduced to open my first bank account  ,there was real excitement flowing over my head as this was citibank whose customer service and valuation of customer is renowned.

Meeting with the relationship officer whose smile was as good as the logo of citibank started to tell me the procedure to how to open an account in citibank but bad luck stuck and all credit goes to government of India whose issued me a license with license number almost invisible and taking out the copy of the same is as difficult as making a new license.So i decided to leave the account opening and for next few months wondered my finance executive for cheques but as everything has its limits so was of my Cheques withdrawal schema limit in my company.I decided to bring a new copy of my license from somewhere and finally with all due support from citibank was able to open my account in citibank.

Well the D-day was great and my first salary credits but it was excitement moving ahead of my head so i decided to party and the party brought me directly to my first card swap .....great feeling was great to let my money go with my first Citibank Debit card.Things were looking positive and great as going parallel with anna hazare jan lokbal bill to fight corruption.Suddenly the day came where i needed the customer service executive and with immediate attention.Losing a card in some other bank is same as losing your girlfriend in the hands of your best friend.So a immediate call with citibank executive was expected to resolve the problem but as there is a famous saying "the believe is not always true" so this was proved by citibank official .Logged a request and confirmed by a Citi official proved to be an illusion for me and 4 days after the service said i need to reissue the request .So that means the card was not blocked and could have been used by anyone.

Well this broke my trust over the Citi official and i tried to convince the Head -Customer care (Citibank) that i had suffered a time and money loss but that sweet madame proposed me a service solution.There was one good thing that happened in all the incident ,my Card courier was sent through bluedart...i again felt my respect for Citiofficial and went to office to collect the Card.

Single and Huge office has already made me there fan ,but more disappointing was when i met the receptionist,she remineded me of my school teacher ,disciplined and biased.Well service comes from service desk and was pretty sad to see that.Hope Vikram pandit sees this blog and try to improve the tag line.

                                                     Citi sleeps but with assurance

Customer Satisfaction

Servicing is holding the baton in emerging economies and so is the competition to provide better service.Since the advent of Industrial revolution there has been a sharp decrease in manufacturing and more hike in providing services on the manufactured products.The positive side is the 360 degree view of this revolution where "Helping someone" is more better than an designing and developing a product.The result is less inputs and more revenue.

Much competition have risen in few years and  tremors can be felt in the emerging nation.On one side the customer are getting more option and better services whereas on the other side this nature is reducing the manufacturing and product development space.Big IT giants are outsourcing there operation to the Middle tier and rising companies in order to increase there profit margin and also to focus there business to mainstream development and other revenue driven areas.

Upon analysis of this strategic moves ,it is clearly seen that much space is created for these mid level companies .As these so called Service providers are leaving no ground untouched in operation section and providing better services to there client.The biggest obstacles for these Service providers is the measurement of the services they provide to the client.Question like are these client really satisfied to a level is always revolving around these companies. Measurement parameters like survey and feedback mechanism has helped these companies to improve there service but expectation never stops and so are these BIG giants.Client satisfaction is the next big buzzword among these service companies who works 24*7 in order to bring the best on the table.Satisfaction is just like giving more than the desire and so is applied with these service provider.The companies are trying to put the best foot forward and understand there customer intention more and more.What should this be called?Measuring customers intention who sits far away in Silicon is pretty much difficult and more difficult to say NO. 

Data analytics have always been fruitful in providing the niche analysis in data but do Intention analytics which have not step its foots.In driving the customer satisfaction,companies have been working to understand clients.Looks like i would not be shocked  if in few years the customers will be tracked down by there emotions. so that what i call Emotional analytics.