Organizations should be customer focused

Organizations should be customer focused

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A video of a flight coming from the Turkish city Istanbul to Delhi is going viral on social media. In this video, a heated argument is taking place between the air hostess and a passenger over food. According to an information, this video is of 16 November 2022. In this, during an argument, a passenger tells the air hostess, "You are the servant of the passengers." Responding to this the air hostess says, "I am an employee, not your servant... I am not your servant." Different reactions of users are being seen on social media regarding this video. At present, I do not want to give any specific judgment on the incident of this video, nor do I want to give consent to the rude speaking of the passenger, but on the basis of experiences, I want to tell that the organizations and their employees should be customer-centric and customer-oriented.

A passenger books Jain lunch during the journey while booking his flight tickets and during the journey he is told that Jain food is not available, take some alternative. It should be noted that the passenger made the choice of his food much before the start of the journey. Here the airline company has a lack in its system. The airline company needs to improve its system.

When the mother (who operates the account and is also a joint account holder in that account) asks for an ATM card for the minor daughter's bank account, she is told by the bank employee that there are no arrangement to provide ATMs to the minor's accounts. Whereas, according to the rules of the Reserve Bank, ATM card can be given in minor accounts. Here the bank needs to improve its system. If there is a need to issue a circular, then the circular should be issued and also short-term training programs should be organized from time to time, which will increase the awareness of the bank employees.

A depositor of a bank wants the name of the nominee to be printed on his deposit receipt and the bank staff defers to the customer saying that the system does not support printing the name of the nominee. The fact here is that there is a gap in the knowledge of the employee, which needs to be rectified. If there is a need to issue a circular, then a circular should be issued and also short-term training programs should be organized from time to time, which will increase the awareness of the bank employees.

A customer sends communication to a bank-branch by email. Neither an acknowledgment nor a reply is given by the bank-branch. The attitude of the bank here cannot be called appropriate in any way. Here the bank needs to improve the system. As soon as an email is received on the Bank ID, an automatic acknowledgment for the same should be issued with an acknowledgment number indicating the number of days to respond to the case on the customer's email. This step of the bank will definitely improve the customer service.

I repeat one thing again - Organizations should be customer focused. If the customer is not taken care of, then it is certain that the future of the organization will not be good.

Incidentally - The coming era will be of "Lean Banking" and on this I have written a Kindle book "Future Banking Is Lean Banking" which can be obtained from Amazon. The ASIN ‏ number of this book is B09FZ4FX33. Kindle Unlimited members can read this Kindle book for free.

Regards,

Keshav Ram Singhal