Hi, I am a customer service trainer and have read Mr. Vaidya's concern & troubles, BUT what's interesting is that his complaint looks very genuine after reading the resolution provided by helpdesk.
VC No. 01500522302 since Oct'05... renewed in Oct'06. after 8 months refund is made...
In Nov'07 again renewed...for 1 quarter...activate not done...he is expecting dish-welcome...Rs.162/- p.m, that he knows...till date nothing has been done...So we know it's not working...has already logged complaint...His dealer is Mr. Agarwal...
His VC will give his address... he has called so many times, hence they would have captured his valid contact no by now...Complaint no. would be tagged with his VC...accounts needs to be corrected as per the complaint dates...concern we know...
Why are we still asking for contact no and complaint no and further delaying service to him.
We need to remotely start his service...if not possible...immediately send engineers and get his service going, apologize...compensate with goodies...and assure good services.
Follow up his call recordings and update agents, set up better bucketing & service procedures, take corrective actions...ensure this doesn't repeat itself...AND YOU ARE BACK IN BUSINESS.
Customer service and complaint resolution is an art, and you have to take ownership & walk the extra mile to fetch delight for your customers who are your business partners as well.
THIS IS ABOVE ANY S.L.A. IN THIS INDUSTRY.
Thanks & God bless.