The customer service in India is not up to the mark. It always "appears" that the staff members are not trained enough and there is no one to answer the phone. They are always busy on their phones and don't seem to care about the customers. Some of the reasons for this are lack of customer service training, lack of motivation, poor infrastructure, and poor internet connection.
A customer service representative in India can be expected to answer an average of over 100 calls per day. With the average call lasting less than 3 minutes, this means that the representatives are actually spending most of their time on hold.
Customer service in India is pathetic. One of the main reasons for this is that customer service in India is not a high priority for most companies. They think that if they provide good products and services, then customers will be satisfied with that and won't need to contact customer service. The best way to improve customer service in India is by improving the infrastructure and investing more in human resources.
The problem with this is that people want to feel like they are being heard and cared for. If you don't have a team of people who are ready to answer phone calls, email messages, and chat messages from customers, you're going to lose them as customers. A lot of companies send their customer service operations overseas which means they have no control over the quality of the work being done there. This isn't always bad but it does mean that you're not able to provide any feedback or direction on how your
A country with a population of almost 1.4 billion, where most CEOs assume that they will always have more customers, is also a point. No one seems to realize that customers can go online and speak their mind !!
