As with most other care providers around here, I wasn’t expecting a good experience when i went to Nokia Care center at East Patel Nagar to get my dad’s mobile phone repaired.
Surprizingly (to me atleast), a waiting ticket system was in place and working. The only other place in Delhi where I have seen the waiting ticket system working in Delhi is at the ABN Amro bank.
I picked up my ticket at the gate and waited for my turn with one of the front desk officers.
The front desk officer, listened to my complaint, did some prelminary checks, cracked some jokes with the other front desk staff around and told me that the phone would be repaired free of cost since it was still in warranty period and I could collect it the next evening.
She printed the job card and marked the IVRS phone number on the card, where i could check the status of the job by entering the job card number.
A couple of hours later, out of curiosity, I checked the status at the IVR number and it said that the job was finished and I could collect the phone.
I went to the Nokia Care center and collected the phone. And it seems to be working OK now.
It was one of the most hassle-free customer care experience I have had recently with a big company. So naturally had to blog about it. The job was done before the commited time and there was no unnecessary waiting for me at any step.
After my experience with some of the mobile service providers and banks, I am very skeptical of IVR systems, which make me listen to songs and music for minutes, with breaks in between to tell me “All our customer care executives are currently busy. Someone will be with you shortly, please hold the line”.
Maybe Nokia Care’s IVRS works because there is no dealing with a human.
Just one point though, If the front desk staff could stop giggling and fooling around with each other, while dealing with customers, it would make the customer feel a lot more important and “cared” for.
I was actually wondering if the companies have a code of conduct in place for their front desk employees.