Attitude makes it all

Just ended another phone call with a customer representative(CR) who said she is a Relationship manager.As usual disappointed again. Disappointed because these CRs are so irresponsible. They are not ready to listen to what customer has to say. I get hurt not because my issue is not resolved but by looking at the level of Irresponsibility. I come across same kind of people again and again . I feel bad because these people never grow up. They are happy to take pay checks without fulfilling their duties.

I started pondering whether it is the mistake of Hiring Manager or Hiring System or Education System . Hiring system which gives more emphasis on paper degrees but look no further to check the attitude and ambitions of a person. Or Education System which is so focused on embedding the hard skills in students in hard way and completely neglects the most essential soft skills. Or is this the mistake of parents; who are too busy to teach their kids about important Values. They just want their kids to get good grades without thinking about how the kid is actually growing.

This female said she has an MBA degree. And the way she replied to my mails was no better than a 5th grader.When I asked her on phone whether she knew what was i asking for - she said and I quote "You were getting some error and I reset the password" . Actual issue was -I wanted some person from their team to help me in doing my stuff when I was out of country. My password was working correctly and ever since she reset my password I could not check my account. Reason - I did not have my mobile with me where she sent the password. I had already told her this in mail. The error which she misunderstood was internal error on their website which I was not able to access. She just did not read my mail and replied in haste doing exactly opposite of what I asked for. When I said "Do you realize your mistake." She said it was not a big mistake. That showed the value she gives to time. And just to let you know this time was costing me money. In a week's mail communication she had no clue of what I was asking her.

If I attach my mail you can clearly read my query in three of my mails in bullet points. At last I had to read my mail word by word on phone. To which, I was atleast expecting an apology.I was surprised and annoyed at the same time to get a reply like "It was not that big of a mistake.You send me another mail and I will send you the reply" .

Atlast I realized there is no point in showing the path to a blind person and raising my Blood pressure.I asked her if she could give me her Manager's email id. I was lucky.Without excuse or may be in arrogance she gave me her manager's id(Hope it is actually her Managers's) and I hung the phone thanking her for her time.


Lessons Learnt:

1) Brands are important. After all Brands are not made in a day. Brands are made with consistent performance and quality. People who want to build brand know the value of quality they provide and clients. They hire smart staff who share the same passion. They have values and make sure those values become guiding mantras for their employees.So no matter what you are buying or dealing with think about its brand value.It reflects the management.

2) India Shining is no where closer . Lots and lots is to be done.

3) Attitude is the key: No matter what you do and where you are its your attitude which makes the difference. You cant garland your paper degrees everywhere.And look no further than your computer to know what attitude can do. After all Bill Gates never finished his college.